Customer Care Policy
J R Wholesale are committed to providing the highest level of customer care, the following published policy document is our pledge to our customers.
Policy Statement
J R Wholesale aims to provide the highest standard of service to all its customers and to regularly review and improve its performance in consultation with present and potential customers.
Answering Telephone Calls
1. A telephone answer machine service will be made available to all customers 24 hours a day.
2. The targets for responding to messages left on the answer machine are as follows:
i) For messages left during business hours, one hour.
ii) For messages left outside business hours, within the first hour of business the following working day.
Answering Email’s
3. The targets for responding to email messages are as follows:
i) For emails received during business hours, one hour.
ii) For emails received outside business hours, within the first hour of business the following working day.
Appointments
4. The targets for meeting visitors to J R Wholesales premises are as follows:
i) For planned visits within two minutes of the visitors arrival.
ii) For unplanned visits within ten minutes of the visitors arrival.
Written Correspondence
5. All written correspondence received will be answered in writing.
6. The target for answering written correspondence is within two days of receipt.
7. All responses will be on J R Wholesale headed paper.
8. All responses will be scrutinized and signed by Roland Knight – CEO/General Manager
Complaints Procedure
9. All verbal or written complaints received will be personally dealt with by Roland Knight - CEO/General Manager.
10. Where a verbal complaint is received relating to a delivery, and the fault lies with
J R Wholesale, corrective action will be instigated within one hour.
11. If the complaint cannot be dealt with immediately the complainant will be contacted within 24 hours and an explanation given as to how the complaint will be dealt with.
12. If the investigation/resolution of the complaint is likely to take more than 1 week the complainant will be appraised weekly on the status of their complaint.
Policy Statement
J R Wholesale aims to provide the highest standard of service to all its customers and to regularly review and improve its performance in consultation with present and potential customers.
Answering Telephone Calls
1. A telephone answer machine service will be made available to all customers 24 hours a day.
2. The targets for responding to messages left on the answer machine are as follows:
i) For messages left during business hours, one hour.
ii) For messages left outside business hours, within the first hour of business the following working day.
Answering Email’s
3. The targets for responding to email messages are as follows:
i) For emails received during business hours, one hour.
ii) For emails received outside business hours, within the first hour of business the following working day.
Appointments
4. The targets for meeting visitors to J R Wholesales premises are as follows:
i) For planned visits within two minutes of the visitors arrival.
ii) For unplanned visits within ten minutes of the visitors arrival.
Written Correspondence
5. All written correspondence received will be answered in writing.
6. The target for answering written correspondence is within two days of receipt.
7. All responses will be on J R Wholesale headed paper.
8. All responses will be scrutinized and signed by Roland Knight – CEO/General Manager
Complaints Procedure
9. All verbal or written complaints received will be personally dealt with by Roland Knight - CEO/General Manager.
10. Where a verbal complaint is received relating to a delivery, and the fault lies with
J R Wholesale, corrective action will be instigated within one hour.
11. If the complaint cannot be dealt with immediately the complainant will be contacted within 24 hours and an explanation given as to how the complaint will be dealt with.
12. If the investigation/resolution of the complaint is likely to take more than 1 week the complainant will be appraised weekly on the status of their complaint.