Our Code of Conduct at the Front Office

WE ALWAYS

  • Greet and welcome customer in a friendly manner.
  • Smile, maintain enthusiasm and presentable outlook.
  • Put customer needs and requirements first.
  • Converse in a language preferred by customer.
  • Listen to customer to understand then discuss to be understood.
  • Resolve customer requirements at the first point of contact and if it is not possible, direct to the correct person who can assist.
  • Indicate the estimated time it takes to complete customer requirement and endeavor to comply with it.
  • Keep our work stations clean & tidy so customer can be served easily and efficiently.
  • Handover the vehicle in desired conditions after going through the check list with customer.
  • Seek customer feedback on our service standards.
  • Inquire if there is anything else we could help the customer with.
  • Thank the customer for selecting our services.
  • Shake hands with customer at the point of departure.

WE NEVER

  • Make customers feel unwelcome or unattended.
  • Use abusive or obscene language with customer.
  • Talk aloud across the counters to disturb others.
  • Eat food or drink beverages inside office premises.
  • Behave in an unprofessional manner in front of the customer.
  • Leave customers unattended with idling counter staff in counters.
  • Hesitate to go that extra mile for special needs of customer.
  • Leave any documents on the counter for customer to pickup rather we hand them over with both hands.
  • Hesitate to admit and acknowledge any mistakes or shortcoming that may have occurred unintentionally.
  • Keep customers in the dark with regard to progress of their requirement.
  • Let personal anxiety or issues be portrayed in our body language when serving a customer.
  • Stop or hinder customers when they want to escalate or complain.
  • Differentiate customers rather treat all in a standard and best possible way.
Please provide any comments or feedback via text message (SMS) to 0773093092
Modified: 2009-08-09    Created: 2009-06-04