Customer Service Standards

GTES is committed to providing our customers with an exceptional level of customer service. These customer service standards are for all employees use in serving all external and internal customers.
 
  • We will be courteous, professional, flexible, honest and helpful in all dealings with our customers. We will actively listen so that we can better understand and appreciate the needs of our customers, through this we will anticipate the needs of our customers and determine how we can best provide a service they value.
  • We will answer all telephone calls promptly, and will respond to them that day or by the close of business the following day at the latest. If the staff member receiving the call cannot fully respond to the inquiry, the customers will be correctly referred to someone who can.
  • We will respond to correspondence within three (3) working days of receipt. If we cannot provide a complete reply within three (3) working days, we will contact the sender as soon as possible within the three (3) day period to acknowledge receipt and clarify their request, and advise when they will receive a full response. All outgoing correspondence will be on company letterhead in an approved format, free of grammatical and spelling mistakes and signed by the sender.
  • We will provide our customers with clear, easy to understand, timely and accurate information about our services. We will ensure that customers enquiring about our service from a Host Employer’s perspective will be provided with information and quoting within two (2) working days and where practicable this information will be delivered personally.
  • We will provide our customers with a non discriminatory service, treating each of our employees with equity and fairness. Employees are expected to respect and understand the diversities of our customers and when required make provisions to ensure that equity is maintained. We will encourage members of minority groups to access our services.
  • We will undertake periodic surveys of our customers to find out what our customers think of our services and how we could make further improvements.
  • Each customer of the organisation will be valued, respected and will receive a continually high level of customer service at all times.
  • Any customer that feels that they have not received the level of service that they are entitled to expect is invited to inform senior management who will investigate the reasons for the customer feeling this way and will respond to the customer as soon as practicable.