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Ozhouse Clean
Policy
Ozhouse Clean is committed to:
• Politeness – the use of good manners in all interactions
• Responsiveness – meet agreed timeframes and follow up on all queries
• Professionalism – being objective and knowledgeable and demonstrating integrity
• Understanding – customers and their business
• Confidentiality – respecting the confidentiality of customer information
• Transparency – processes are clear, consistent, easy to access and documented.
General Principles
Staff will:
• demonstrate to the customer at all times respect, courtesy, patience, attentiveness,
consideration and sensitivity that is appropriate to the age, culture and linguistic background
of the individual or group
• listen to what customers have to say and determine the exact nature of the request
• respond to customer enquiries promptly and efficiently in a timely manner
• act with integrity and honesty when dealing with customers
• if unavailable or away from the office, return email messages promptly upon returning
• If away from the office for two or more days an “out of office” message is to be left on outlook
and the telephone.
• provide the customer with advice and other information that is accurate, clear, concise,
reliable and in plain language
• be sensitive to any language or other communication difficulties experienced by customers
when providing advice and other information
• present a positive image of Ozhouse Clean to the public.
Promotional materials
All promotional materials must be written clearly and simply and appeal to customers. Promotional
materials can include media releases advertisements or web site content or social media content.
Services offered by Ozhouse Clean should be described in full and all price details included.
Customers should be encouraged to contact us for all their enquiries. Our 1800 333 333 number
should always be included on all promotional materials.