Customer Service Charter
Our charter sets out our commitment and the standards of service we aim to provide. Our charter applies to all customers, stakeholders and everyone that has contact with The Assessment Network.
Vision
“To be a key strategic partner of choice in optimising economic development and the skills of the UK workforce”
Values
- A passion for providing excellent customer service
- The free–flow of information, intelligence and ideas
- An enthusiasm and commitment to making a positive difference
- Flexibility and innovation as a driver for continuous improvement
Our commitment (what the customer can experience)
All staff are committed to:
- Making a ‘great service’ a priority
- Listening carefully to client needs
- Knowing our customers
- Being sensitive to individual needs
- Maintaining a professional manner
- Being courteous and helpful at all times
- Providing clear and accurate information
- Advising of all relevant timescales
- Managing customer relationships
- Staying in touch with our customers
- Maintaining client confidentiality
- Continuously striving to improve or exceed our service standards
Our service standards (what you can expect from us)
We aim to:
- Answer all telephone calls within four rings
- Where telephone calls/queries are more complex, arrange to call when we have the relevant information
- Where colleagues are in difficulty dealing with a client on the telephone, offer advice and support
- Send out literature, application forms and information the same day we receive the request
- Respond to letters and emails within two working days
- Keep you informed if we cannot answer your enquiry or request immediately
- Respond to client feedback and complaints within two working days
- Have staff that are well trained, continuously developed, welcoming and friendly
- Offer added value as a matter of course
- Take the extra step!
How you can help us
Please:
- Provide us with the information we need to help you
- Ask us to explain anything you are not sure of
