Andrews Tiles - Customer Care

Customer Care Policy

This company is committed to providing its customers with a high quality service and product. It is the responsibility of all managers to ensure that all employees and subcontractors are aware of this policy and that they understand its importance and work to it. Our aim is to be approachable, business like and caring in all dealings with our customers offering the utmost levels of workmanship, best practice and best value.

Customers are entitled to:

Be treated with courtesy and respect
Be treated with dignity and have their confidentiality respected
Be consulted about their needs and how these should be met
Complain and have complaints suitably addressed
Be kept fully informed before, during and after the work
Know the name of the person who is responsible for dealing with any enquiry or problem

Our staff will:

Be open, honest and polite
Be ready to help
Listen and take customers' views seriously
Keep appointments or let you know in advance if we need to rearrange them

When you contact us, we will:

Endeavour to answer the phone within 5 rings
Give name and offer to help
Deal with phone messages within 24 hours
Acknowledge and reply to queries within 3 working days
Acknowledge more complicated queries within 3 working days and give a full response within 7 working days

Our offices will:

Be clean & tidy
Provide information about A. Andrews & Sons (Marbles & Tiles) Ltd
Provide the facility for private meetings

Our operatives will:

Be obliged to work within our Customer Care Policy
Treat customers fairly, equally and with courtesy and respect
Work within agreed hours and follow site Health & Safety procedures
Protect fixtures/fittings as necessary
Remove rubbish from site to leave the site neat and tidy
Use plant, equipment, tools and materials correctly, adhering to safe methods of working, and not leave items in dangerous positions

Knowledge, Experience, Service

Sales, Contracting, Manufacturing

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