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Customer Service Charter

Our Definition of Customer Service

We see customer service as a culture of willingness, capability and ability to provide what is necessary to meet and satisfy the needs of, and render assistance and advice to our customers.

Defining our Customers

• Our existing clients
• Our prospective clients
• Our staff both internal and external
• Work seekers who contact us for jobs
• Our suppliers.

Providing the Necessary Ingredients for Customer Care

As a company we understand the following characteristics to be the key ingredients for mastering customer care and will observe and adhere to these whenever conducting our business:

• RELIABILITY: Our employees will be taught to be reliable when dealing with our customers and one another.


• ASSURANCE: Our staff needs to be knowledgeable about the company, its products and/or services and systems, courteous, and create a sense of trust and confidence in the company.


• CONFIDENTIALITY: All customer information will be treated with strict confidentiality.


• EMPATHY: Our employees need to be taught to understand customers needs, by putting themselves in their shoes and give individual attention to them.


• RESPONSIBILITIES: Staff must be able to assist customers and give them prompt service every time.


• PHYSICAL FACILITIES: Our facilities will be customer- friendly, pleasing to the eye and user friendly to our customers

Our Promise to Customers

In an effort to create lasting relationships and provide value-adding services to all customers, we will endeavour to:

1. Be easily accessible to clients


2. Identify and meet customer needs.


3. Treat all our customers courteously.


4. Respond promptly to requests and complaints.


5. Provide essential information on the services we provide.


6. Explanations of our processes in a form our customers can understand.


7. Provide trained staff who understand our products.


8. Ensure that appropriately qualified staff handle customers concerns.


9. Maintain contact with our customers.


10. Accept constructive criticism, feedback and suggestions.


11. Acknowledge our mistakes and rectify them.


12. Strive for excellence and take pride in what we do.