Snowball Policies
Introduction
Caring for our customers is an essential part of the running of Snowball Plantation and as volunteers involved in Scouting, it is also part of our culture. This policy records what customers can expect from those involved in the running of Snowball Plantation to show our commitment to customer care.
A customer is anyone who uses our services and upon whom we rely for income, business or support.
Customer Service Standards
General
Always put our customers first
Always listen to our customers
Be open and honest in our dealings with customers and our community
Act in accordance with the Scout Law and Promise
Communication
Always let our customers know who they are dealing with
Aim to reply to correspondence and telephone calls within 7 days
Correspondence and publications will be clear, accurate and in plain language
Always be friendly, helpful, fair and polite
Snowball Plantation volunteers
Always wear name badges or show identification
Always introduce ourselves
Wait to be invited in
Complaints
Always treat complaints seriously
Always deal with complaints in accordance with our complaints procedure
Monitoring
Comments, compliments and complaints will be collated by the Management Committee Administrator and reported to the Management Committee. Comment cards are available in the centre information folder or from the site warden.
Where there is an issue to tackle or response required the administrator will forward to the appropriate person.