Customer Service Charter – Statpack Industries Packaging Solutions
Statpack Industries Limited – Customer Service Charter is dedicated to delivering the highest standards of service satisfaction to every customer and visitor, our team is committed to excellence, providing clear, accurate, and relevant guidance to support your needs at every step.
Our Customer Charter outlines our commitment to you. We work for and with you to meet your exact needs and expectations.
We deliver customer service that:
- Embodies our core organizational values.
- Respects your unique needs and preferences.
- Relies on skilled, motivated, and courteous staff.
Customer Service Standards
Our customer service desk provides:
- A clean, safe, and smoke-free environment.
- An accessible and welcoming space.
- Dedicated staffing during all business hours.
At all times, our employees:
- Identify themselves clearly.
- Listen carefully to your needs.
- Remain helpful, polite, and courteous.
- Follow through on every commitment.
- Value and actively encourage your feedback.
Our information is:
- Easy to access.
- Accurate and consistent.
- Relevant and practical.
The Commitment
Our actions are:
- Fair and impartial.
- Completed within specified timeframes.
- Tailored to your individual needs.
Privacy: We safeguard your personal information and use it strictly for its intended purpose.
• Respect: We treat you with unwavering professionalism and courtesy at all times.
• Information: We give you direct access to the details you need to use our products and services effectively.
We will:
- Answer calls promptly and return missed calls by the end of the next business day.
- Resolve verbal queries within 24 hours.
- Respond to written queries or complaints within 48 hours.
- Update you proactively on any unexpected delays.
- Own up to errors immediately and correct them promptly.
- Honor the Statpack Industries Code of Conduct.
- Manufacture goods to your exact specifications.
- Guarantee agreed-upon lead times.
What We Expect From You
To help us deliver exceptional service, please:
- Treat Statpack staff with courtesy and respect.
- Provide complete and accurate details when requested.
- Recognize that occasional, unavoidable challenges may cause short delivery delays.
- Cooperate with our team by sharing the information needed to serve you best.
Handling Difficult Behavior
- Abusive language: Staff will immediately escalate abusive interactions to a senior team member.
- In person: Staff may direct difficult interactions to a senior manager for immediate assistance.
- By phone: Staff may request to end the call and reach back out later once tempers cool.
- By email: Staff may request an in-person meeting to resolve inappropriate messages constructively.
Your Feedback Drives Us
Complaints
A complaint is an expression of dissatisfaction regarding a decision, service quality, or employee conduct that requires investigation and resolution.
A complaint is not:
- A initial request for service or information.
- An explanation of policy or standard operating procedures.
- A formal appeal already governed by a separate legal process.
If our service falls short, tell us immediately. Your feedback drives our continuous improvement.
When handling your complaint, we will:
- Resolve the issue as quickly as possible.
- Contact you with our direct plan of action within hours of receipt.
Your Rights
At Statpack Industries, you hold the right to:
- Privacy: We safeguard your personal information and use it strictly for its intended purpose.
- Respect: We treat you with unwavering professionalism and courtesy at all times.
- Information: We give you direct access to the details you need to use our products and services effectively.
