Customer Service Charter

Introduction About SIMWEN A simulated work environment that will enable the student to complete 8 of the 10 units in Certificate IV Business Administration. The student will be regarded as an "employee“ where they will be given the opportunity to learn new skills and fine tune your abilities and knowledge. The employee is expected to use relevant technology to complete their work.

Vision: To inspire, to learn, to create ideas and to provide a successful pathway to obtaining our employment goals. To learn the necessary tools needed to obtain our goals that we have set for ourselves and to create useful networks that will prove to be important relationships long into the future. Mission: Our mission is to learn from a simulated working environment through teamwork and working individually. To build a strong working environment that produces high performance and results. We aim to identify and solve problems in a professional and timely manner, and find ways to work faster and efficiently and more economically.

External Customers Complaints Policy Handling Complaints At SIMWEN we recognise the value of customer feedback and encourage clients to provide suggestions, compliments, concerns, and complaints in a variety of different formats. To process a complaint, employees are expected to: 1. Follow up a complaint with a phone call if a telephone number is provided. Customers will then be informed that the complaint was received, an investigation was to be conducted and letter will be sent within 3 to 4 working days, if the complaint cannot be responded to on that day.

External Customers Complaints Policy 2. Conduct an investigation into why the complaint was made. 3. Identify and research potential solutions and outcomes to the problem the customer is expecting and discuss with management.

Services Our aim is to provide our customers with the best possible service, ensuring your happiness throughout your time spent with us. When you choose to commit with SIMWEN we promise to: * Respond and assist you to fulfil your needs. * Treat you fairly and professionally at all times * Make the time you require to give any advice * Go out of our way to meet, or call if you need to contact us * Use the feedback form to improve our services * Provide a caring environment ensuring customers feel welcome

Feedback Here at BeeBuzz, we value your opinion. We would like to hear your opinions of us and the services we provide. We would also like to hear from you, any suggestions you may have to better our services. We would also like to hear from you if you have any queries, comments or complaints! Please contact via the contact details below: Write feedback too us … 25 Aberdeen Street NORTHBRIDGE WA 6003 Call customer service centre … (08) Online services Feedback … us … or We are sure that your complaints and comments will be dealt with in a professional, collected manner and look forward to hearing from you. Your privacy will always be respected and valued after contacting BeeBuzz. Thank you for your time

Responding Promptly If you feel you need to talk to someone here at SIMWEN whether that is by , phone or post we will always make sure to contact you back as soon as possible. We aim to set high expectations of our students and we guarantee you will have had a response within five working days. We greatly appreciate your feedback and would be glad to provide any assistance. If you have any queries or suggestions please feel free to contact us. At SIMWEN we always try to build up a more personalized relationship with our customers. We want to ensure, that our customers always Feel welcomed Receive a professional service Get greeted friendly with a smile Get served promptly and fair The aim of our representatives is to care for you and provide you with the most professional service in a friendly environment. Greeting Policy

Internal Customers Complaint Policy 1. Wherever possible, complaints will be resolved locally, informally and with the fewest people possible involved, to protect the reputation of the individuals involved, minimise the possibility of defamation and assist the return to a productive working relationship. 2. Managers have industrial and legal responsibility to take all reasonable steps to identify and attempt to prevent and resolve problems in the workplace. 3. Complainants and respondents may have a support person involved at every stage of the complaints resolution process, but may not have a representative make or pursue a complaint on their behalf.

Internal Customers Complaint Policy 4. Where the complainant is not satisfied with the outcome of the complaint, a request for review may be lodged with the management within 20 days of receipt of notification of resolution. 5. Professional Human Resource advice and support is available from HR at all stages of the process.

Services It is essential that we treat our customers how we would expect to be treated by others. We must: * Always have a polite manner * Ensure customers are happy and enjoy their time here at SIMWEN with us * Have patience with customers and other employees * Take in feedback, find your development areas and improve * Be willing to assist clients at all times We must always remember we are representing SIMWEN, therefore must present ourselves professionally and efficiently!

Feedback BeeBuzz values SIMWEN staff greatly as they guide them through their learning. In turn, we value your opinions and would like to hear any suggestions, queries, questions or comments you have via the contacts below. the Human Resource officers, Jenny or Rebecca … Call … Jenny: (08) Rebecca: (08)

Responding Promptly SIMWEN representatives must ensure they treat clients with respect and must be practical, not to take up too much of their time. When customers contact us we will ensure that they get seen to within five working days, whether that is via or over the phone. Messages left must be responded to, always leave messages with clients if you can’t reach them, to ensure they are aware that we are looking after them. Feedback given to us must be responded to, a thank you template is attached, this can be sent via or in the post. Greeting Policy Our SIMWEN representatives MUST follow our greeting policy: Phone Never let it ring more than 4 times before picking it up Answer the phone with “SIMWEN Consulting Group, e.g. Alison speaking, how can I help you?” Always insert your full name, company name, position, phone number and address underneath your . Letter Always insert the SIMWEN letterhead. In Person Stand up and welcome the customer with a smile. The appearances of the SIMWEN representatives always need to be professional and well groomed.