PanPan Customer Service Policy
Created: November 2022
Revision due: December 2023
This Policy sets out the standards that all Pandu Solutions staff are expected to uphold when interacting with clients. It sets out our aims, how staff are expected to behave, the process for handling customer inquiries and complaints, escalating issues and ending interactions.
To jump to a specific section of this Privacy Policy, please click on the link below:
To jump to a specific section of this Privacy Policy, please click on the link below:
- Aims
- Handling customer inquires
- Escalating issues
- Handling complaints
- Ending interactions with customers
Aims
Pandu Solutions is a customer-centric organization. We aim to achieve high levels of customer satisfaction with our products and services and have established this policy to ensure that our clients receive the most professional service possible when interacting with our company.
Handling customer inquiries
When working for Pandu, all staff interacting with our clients via telephone or in writing need to remain professional, courteous and patient. It is the staff's responsibility to stay up-to-date with information regarding products and services.
When someone reaches out to us, the staff must:
When someone reaches out to us, the staff must:
- Acknowledge the inquiry within 24 hours
- Listen to/read customers carefully to understand the inquiry
- Provide accurate and up-to-date information about the product or service
- Take the necessary steps to resolve any issues related to products or services
- Respond to the inquiry within 48 hours
- Make sure that customers are satisfied with the service before ending interactions with them
Escalating issues
If an inquiry doesn’t have an immediate resolution or requires the involvement of other team members, the customer service representative should liaise with the relevant manager to provide a solution:
- Sending a message or calling the manager
- Explaining the problem and providing any relevant information
- Asking for guidance on how to proceed
Handling complaints
We strive to make our products and services the best in the market. But we understand that there may be times when a customer will raise a concern or complaint about PanPan. When this happens Pandu customer service staff should observe the practices outlined in this policy and follow the steps in our complaints policy and procedures.
Ending interactions with customers
When ending interaction with a customer, staff must:
- Make sure that the customer is satisfied with the information or resolution provided
- Thank the customer for their time
- Let the customer know that they are always welcome to reach out if they have any further questions or problems
If you are a staff member and have any questions about the policy, please contact your manager. Thank you for reading.
