Customer Experience Charter
We have developed this Customer Experience Charter to provide a framework for defining our service delivery standards and expectations.
Our Customer Service Charter outlines the approach that we take when engaging with our valued clients and their key stakeholders. As a consulting and education service provider, we expect to provide a superior level of customer service.
As a business, we strive to be the best at what we do and aim to provide a high level of customer service on every interaction, both with our external and internal stakeholders. We also embrace continuous quality improvement as we recognise there is always room for improvement in our service
delivery models.
All of our team are committed to providing the same level of customer service, so no matter what division within Dimarcorp Group you engage with, you can be assured that customer service is a fundamental component of our core services and a key differentiator.
Communication
The Fundamentals of our Customer Service
Communication is a key part of our business and the timely and accurate communication to our clients is a foundation of our service model and ultimately our reputation.
Our team aims to:
Answer all incoming calls promptly
Respond to phone message within three hours
Respond to emails within one business day
Resolve customer complaints in a timely fashion
We are committed to open communication with our clients and will ensure that we keep in regular contact with our clients during any project or provision of service.
When problems arise, we are committed to communicating in a non-judgemental fashion that does not lay blame but seeks a proactive resolution. We strategically want to partner with our clients and as such prefer to be an extension of our client’s organisation with a seamless communication between both parties. Any complaints are documented, reviewed and thoroughly investigated. We will work with you towards reaching a mutually agreeable resolution in relation to the grievance.