Vision and Priorities
GITCHIA’s vision is to provide services which are:
GITCHIA Training wishes to continually enhance its unique service and always aim to deliver a first-class service meeting the needs of our customers.
Customer Care Policy
To support the delivery of the provision at GITCHIA our customer care policy is built around four key principles: Customer Care will be provided in a professional manner across the team by well trained and knowledgeable staff; Every employee will give priority to the consideration of the needs of the individual customer, their right to information, to equality of access, to privacy and dignity; All of GITCHIA’s services will consistently seek to attain a defined and published standard of quality and our customers will be informed of their course of redress when these standards are not met; The term “customer” will include colleagues in our own organization and partner agencies, and we recognize that caring for our customers begins with caring for others who form part of a service chain within the organization and its partners. Every person employed by GITCHIA Training can influence the quality of service, which a customer receives and consequently their perception of the organization. It is, therefore, vital to emphasize that the practices, which are set out in this policy, are relevant to everyone. They do not just apply to employees who have face-to-face contact with the public or to senior staff or to other teams providing direct services. Everyone can and must play their part with enthusiasm and commitment.
The Organization Will Play Its Part By:
giving customer care a high corporate priority; developing corporate values and practices on customer care which are shared across the organization and communicated effectively; setting out the good practice necessary to achieve those values in a way that supports a devolved management culture whilst, at the same time, recognizing that we are perceived as one organization by our customers; encouraging all employees to optimize their use of existing resources in delivering services and customer care; providing additional resources, where necessary, to supplement the resources provided by individual services in the development and delivery of customer care; providing customer care training for all of its employees; updating information to all its employees to add to their knowledge and awareness of customers and their care; regularly monitoring its customer care strategy to ensure that the needs of all its customers – residents, visitors and in-house – are met successfully. Providing a clear, accessible process for any customer to comment or complain about any aspect of the services
Values
The customer care values that, as an organization, we all share are: Customers are the organization’s most important people. They are the purpose of our work. All customers, whether residents, visitors or colleagues, will be treated equally. All our customers will have fair and equal access to all of GITCHIA’s services. Every customer is entitled to:
Our customers will be consulted to learn their views on the services they receive, and, on the way, they are treated as customers. There is a clear and accessible complaints procedure in place for every member employee will receive training in customer care.
Aims of Policy and Procedure
GITCHIA Training is a largest organization delivering a diverse range of services throughout UK and other 87 countries, it is committed to providing high standards of service – and has adopted this policy to: – ensure that services are delivered in a caring and professional way; act as a framework of reference for staff, Members, customers and partners ensure that staff and Members are fully informed about their roles and responsibilities promote good practice in customer service including service standards ensure that performance is monitored, and that action is taken to address any problems provide clear guidance on how to deal with customer
Customer Contact and Complaints Procedures
Dealing with Customer Contacts GITCHIA has a Customer Contact procedure to help customers to comment on its services and give guidance to staff on how to deal with customer contacts. This includes customers:
GITCHIA has adopted a procedure for dealing with each of these situations. Access to the Procedure GITCHIA’s Customer Contact form is available to anyone seeking, receiving or affected by the services for which GITCHIA is responsible, or to anyone acting on their behalf. The customer contact form and other helpful advice will be available at our offices.
Customer Contact Procedure
We want to make sure that our customers feel that they can complain whenever they are dissatisfied with our services – and that we will do all we can to deal with their complaint satisfactorily, openly and fairly. If the complaint is to another agency, then you should try and guide the customer to the correct contact If you are unsure whether an issue raised with you is a complaint, check the Complaints Procedure or ask your Manager. Matters raised anonymously will be considered and appropriate action taken, although, these complaints are more difficult to deal with fairly. Therefore, any action taken will be outside this procedure
Handling Complaints
a. Twelve golden rules to remember