CUSTOMER SERVICE CHARTER

Freeman Productions is confident that we have created a calendar company where everyone involved wins, by developing and delivering the best possible service. A number of Customer Service Standards have been designed to ensure the satisfaction of all of our customers.

The Standards are a commitment of what you can expect from Freeman Productions in the normal course of business.

This means that at all times, we will:

• Treat you courteously and respectfully, as we ourselves would wish to be treated.
• Aim to exceed your expectations.
• Act on our commitments as quickly as possible.
• Understand your real needs by listening to what you have to say.
• Evaluate our service, by asking you the customer.
• Turn your complaints into compliments.

In our dealings with you, we will:

• Make ourselves easily available to you.
• Answer all telephone calls quickly.
• Have a smile in our voice when we thank you for calling Freeman Productions.
• Always personalise our dealings with you by introducing ourselves and using your name wherever possible.
• Always be genuinely friendly and courteous.
• Take the time necessary to serve you to your satisfaction.
• Listen carefully and identify your needs by asking questions and confirming details.
• Deal promptly and efficiently so as not to waste your time, but not rush you.
• Always use plain understandable language.
• Always follow up on your requests, same day if possible.
• Always return your call within 4 hours.
• Accurately record our conversation with you on our customer contact database.
• When handling your complaint, listen, apologise, express concern, make amends and record the event.
• Always end our dealings with you by saying Goodbye and we will wait for you to hang up before we do.
• Allow you to participate in our business by involving you in decisions relating to new ideas, modifying existing products or improving our services to you.

Internally we will:

• Uphold our customer satisfaction guarantees, ie deliver perfectly on time, every time.
• Exemplify the highest standards of integrity and ethical behaviour.
• Listen to, learn from and partner with our customers.
• Work closely with our clients to achieve the best results possible.
• Spend wisely and pass on savings or improvements to our customers.