Customer Support Policy

Policy Aims

The aims of our Customer Service Policy are to:

Support Hours

Scope

This policy and associated procedures apply to all directors, staff and contractors working for the organization.

Our Policy

The Hovi FZ-LLC prioritizes the effective service of customers and the respectful handling of customer complaints.

The Hovi FZ-LLC commits to the following principles and practices in customer service.

Principles and Practices

Friendly, Professional Customer Interactions

We will:

• Speak respectfully to customers at all times
• Listen carefully and allow customers time to explain the circumstances fully
• Convey a sound knowledge of the business, including its goods, services and guidelines
• Respect customer privacy and confidentiality, in accordance with applicable privacy laws and principles

Accurate and Consistent Information

We take active measures to ensure that we:

• Always communicate factually, honestly and accurately to customers, whether in writing, verbally or face-to-face
• Keep publicly available information about goods and services updated
• Provide a clear explanation of our dispute resolution process

Prompt and Efficient Services

So that we can improve our approach to customer service we:

• Strive to address customer enquiries within a reasonable timeframe, whether in writing, verbally or face to face
• Regularly review customer service performance, and incorporate findings in staff training and development activities

Service Standards

The following service standards apply when communicating with customers:

Telephone

• Management and staff to answer the phone within 3 to 4 rings
• Management and staff to identify The Hovi FZ-LLC and name when answering the phone
• If the required person is not available, staff will offer to take a message and record relevant details accurately
• Management and staff will pass on the message to the relevant person by email and/or text in a timely manner

Email

• When not in the office for an extended period, management and staff will ensure that out-of-office notification is activated
• Management and staff will respond to customer emails in a timely manner
• Management and staff will use Plain English when replying to customer emails

Face to Face

• Management and staff will communicate in a friendly, open way
• Staff will listen to what the customer has to say before responding. Do not interrupt the customer
• Staff will respond to customer enquiries and complaints in a respectful way

Website

Management and staff will:

• Ensure that the information contained on the website is updated and accurate
• Ensure that contact information is updated
• Answer customer enquiries within a 24 working-hour period
• When collecting information via our website, ensure that our Privacy policy is easily accessible and available on the website

Digital Channels

• Management and staff will ensure that customer enquiries and complaints received via the organization’s social media and digital channels are answered in a timely and accurate manner

Complaints Handling

The Hovi FZ-LLC complaints process is visible and accessible to staff. It is written in a way that management and staff can easily understand, using Plain English.

We acknowledge that the resolution of customer complaints is a key component of effective customer service.

Initial Complaint

Escalated Complaint

Complaint Resolution

External Resolution Process

If a complaint cannot be resolved, customers may be advised to approach the relevant Fair Trading authority or the Industry Ombudsman.