Leviatan Design puts the Client at the top of its agenda. This customer service policy determines what this commitment means in practice, what our Clients can expect from us and what we expect from our Clients.
Our customer service policy clearly underlines the Company's commitment to provide excellent services that enhance life quality. And the key to achieving that mission is a solid and reliable relationship with our Clients.
Different sectors will have different Clients but it is important that each are treated to the same high quality response. This policy and the standards within it apply to everyone.
Why have a policy?
Clients that interact with Leviatan Design have an expectation of the services we provide. It is important that you know what to expect from us in terms of service so that you can measure whether we are successful or not. For us, it is important that all of our staff understand and deliver the same high quality service irrespective of the sector or area that they work within.
Our Customer Charter
Leviatan Design aims at being an organization that puts the needs of the customer first. Our staff are committed to providing a responsive and professional service.
We promise to:
Act in a professional manner and be respectful at all times
Deal with your enquiry promptly or explain the reason for any delay
Listen to you and ask for your opinions
Keep our promises
Be transparent and truthful and explain our decisions
Apologize when we make a mistake and put things right
Accept your right to complain and guarantee a full investigation and considered response
Treat you and your data with respect
We would like you to:
Give us the information we need to help you
Treat all our employees appropriately and with respect
Help us to improve by giving us your views, suggestions and feedback
If we don't do as we say in this charter, please tell us.
Our customer standards
We aim to:
Always answer the phone within working days
Return your call within one working day if you have left us a message
See you within 1 working day of an appointment time, but if we can't we will explain why and let you know when you can be seen
If your query can't be resolved within 5 days we will contact you to explain why and give you precise timescales
Acknowledge emails sent to firstname.lastname@example.org within 48 hours and respond fully within 2 working days
Respond to complaints within 10 working days
Resolve your query at the first point of contact or provide you with the details of who can help, together with timescales
Communicate in plain language
Respect your privacy by treating with confidence all your data
Have well-trained and confident staff that have the skills and knowledge to do the job
How will we monitor this policy?
Make it easy for you to make a complaint, comment or suggestion
Monitor complaints to ensure we learn from our mistakes
Monitor our performance against these standards and policy
Train and support our staff in providing better customer service