Customer Service Policy

1. COMMUNICATION METHODS

Customers can contact us via:

• Phone – Mon-Fri 9:00-17:00 (excluding Bank Holidays)
• Live chat – Mon-Fri 9:00-17:00 (excluding Bank Holidays)
• Email
• Letter

a.) OVER THE PHONE OR ONLINE

1.1. When delivering any Customer Support Services, CoolCare will:

1.1.1. Endeavour to answer all customer phone calls or online chat requests promptly
1.1.2. Make all reasonable efforts to resolve customers’ queries and questions during the call or chat subject to our fair usage policy
1.1.3. Give estimated timeframes for any follow-up work required and confirm this over email
1.1.4. Agree call-backs if required
1.1.5. Aim to resolve all Customer Support Service tickets within 10 working days

1.2. If we are unable to provide a full response after a maximum 10 working days, we will explain why, the work being undertaken and anticipated timescales.

b.) IN WRITING

1.3. CoolCare will send an acknowledgement of receipt of customers’ emails or letters within a full working day.

1.4. CoolCare will respond within five working days of receipt with a proposed solution.

1.5. If the customer enquiry requires in-depth research or follow-up that will take longer than 10 working days, CoolCare will provide an expected completion date and details of the team member responsible for the response.

1.6. CoolCare will provide regular updates on any on-going investigations.

1.7. If CoolCare are unable to provide a full response after a maximum 10 working days,
we will explain why and the work being undertaken.

C.) BY SOCIAL MEDIA

1.8. CoolCare will maintain our website with relevant information that is easily  understood and accessible.

1.9. CoolCare will share interesting, engaging, relevant and up-to-date information on our social media feeds to encourage interaction and feedback.

1.10. CoolCare will reply to enquiries and posts on our social media platforms in a timely
and professional manner. CoolCare will keep up to speed with engagement tools and
trends.

2. COMPLIMENTS AND COMPLAINTS

All customer feedback is important to us, whether positive or negative, because it helps us to transform our products and services to improve the customer experience.

a.) GENERAL STANDARDS

CoolCare is passionate about the quality of our services and products. Whenever a customer identifies a potential issue or an unmet expectation, CoolCare will:

2.1. Have a single-point of contact to manage correspondence to ensure an efficient and thorough response.

2.2. Give customer feedback by responding in a timely manner.

2.3. Categorise and record the feedback.

2.4. Ensure to explain fully, the results of the investigation and the resolution proposed.

2.5. Utilise the intelligence gathered to learn from the situation and prevent future such
occurrences.

2.6. Feedback to Team Members about performance issues as appropriate.

b.)PROCESS

2.7. The Customer’s Account Manager (AM) will be responsible for saving and overseeing all complaints and compliments.

2.8. AM will co-ordinate responses that are required from the relevant team members,
including the Directors and Support Team, to ensure timely and effective responses.

c.) ESCALATION

2.9. The AM will follow all avenues available to provide a thorough response.

2.10. When a customer remains unsatisfied, the complaint will be escalated to the Commercial Director or Technical Director as appropriate.

2.11. CoolCare will aim to close all complaints fully within 20 working days’ receipt of the original complaint.

 

Updated: 10.01.19