Customer Service Charter

YOUR PARTNER IN CARE

Our Customer Service Charter outlines the approach that we take when engaging with our valued clients and their key stakeholders. As a consulting service provider, we expect to provide a superior level of customer service.

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 recognize there is always room for improvement in our service delivery model.

All of our team are committed to providing the same level of customer service, so no matter what division within UNICORP you engager with, you can be assured that customer service is a fundamental component of our core services and a key differentiator.

COMMUNICATION

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 two 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-judgmental 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 organization with a seamless communication between both parties.

COMPLAINTS

We value our clients and encourages feedback, both positive and negative, to assist in the continued improvement of our customer service. If you have been dissatisfied with the quality of service received from UNICORP, or anyone acting on our behalf, we encourage you to inform us.

We are aware that effective complaint management and resolution can lead to increased customer retention and ultimately result in a better service to our clients.

All complaints are treated confidentially and are thoroughly investigated. We will work with you towards reaching a mutually agreeable resolution in relation to the grievance.

Complaints Resolution
We believes that complaints provide us with an opportunity to rectify a situation for a client and identify opportunities for professional development.

To assist us in efficiently resolving a customer’s complaint we require as much information as possible.

This information includes but not limited to

  • Your name and contact information
  • The department or individual to which your complaint is directed
  • The nature of your complaint
  • Any supporting documentation
  • The resolution you are seeking

FEEDBACK

We understand the importance of feedback. Any feedback we receive we will use as part of our continuous improvement process. This process involves the following steps: Evaluate, Research, Plan, Educate and Implement.

Positive and negative feedback helps us to improve our service, measure our customer satisfaction, provide actionable insight to create a better customer experience. It may help us to improve customer retention and to deliver tangible data that can be used to make better business decisions.

We pride ourselves on the fact that we collect feedback from our clients proactively rather than passively. We regularly provide customers with surveys, feedback forms and invite customers to take part in online surveys tailored to individual events such as training sessions.

If you would like to provide constructive feedback, lodge a complaint, or offer a compliment, we encourage you to contact us.

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