Customer Service Policy

1. STATEMENT OF INTENT

Tee Off Australia (TOA) will provide the highest level of service to its customers.

TOA's staff will be professional at all time and show:

• Courtesy in all circumstances;
• Accuracy in what they do;
• Accountability for the quality of service they deliver;
• Integrity in all their dealings;
• Consideration for the needs of customers;
• Promptness in all their actions, keeping people informed of progress.

2. ELIGIBILITY

This Customer Service Policy applies to all full time, part-time and casual employees of TOA.

4. PROVISIONS

4.1 Courtesy
Courtesy will be shown in all circumstances, even in difficult situations where the customer does not show similar courtesy in return. Staff will be courteous in their spoken words, body language and demeanour.

4.2 Accuracy
Where there is any doubt about the accuracy of any information, the details will be checked and validated prior to release.

4.3 Accountability
Staff will look for ways to enhance the quality of service they deliver. Concerns about the quality of service will be referred to the next level of management.

4.4 Integrity
Staff will act with integrity in all their dealings with customers.

4.5 Continuous Improvement
Impediments to good customer service, when identified, will be addressed. Examples might include reviewing procedures, documentation, etc.

4.6 Training
Training will be provided on customer service and general communication skills on a needs basis.

5. RESPONSIBILTY / ACCOUNTABILITY

5.1 Each member of staff is:

• Accountable for the quality of service they deliver;
• Responsible for identifying and reporting any impediments to delivery of good customer service;
• Management is responsible for acting upon any identified impediments to the delivery of good customer service.

If TOA customers or members wish to make a complaint about TOA, its staff, products or services please forward the complaint to customerscare@teeoffaus.com.au