Client Service Standards
By ensuring all our staff adhere to our Client Service Standards we ensure all our clients are dealt with in in professional and timely manner. They can be summarised as follows:
Reply/acknowledge letters from clients within four days of receipt of their letters.
Return calls to clients by close of business on next day.
Return documents to clients (e.g. bound accounts, tax returns) within one week of receipt.
Process client´s records within one month of receipt or ensure the client is aware of the delay.
Reply/acknowledge letters from Inland Revenue within three weeks of receipt (includes C&E, DSS, Contributions Agency). Return calls to such organisations within three days.
Reply/acknowledge letters from all other organisations within seven days of receipt. Return calls within two days.
Pick up telephone calls within four rings.
Always give name when answering telephone calls. Be helpful and pro- active rather than simply asking people to call back or even taking their number for someone else to return their call.
Always consider client´s perception of our services and actions.
Treat colleagues as regards internal correspondence and communication, as thoughtfully as you would a client.
