Customer Service Charter
1) Our Motto: “We are Experts & Professionals serving, working and building Competitive firms”.
2) All employees will successfully complete training certifications to ensure they understand how to perform NERCO’s standards in their respective positions.
3) All employees will know the needs of their internal and external customers (workmates and customers) so that we can deliver the products and services they expect.
4) Any Employee who receives a customer’s complaint “Owns” the complaint and becomes accountable.
5) Instant customer satisfaction is ensured by reacting quickly to resolve every customer’s problem. Thus keeping customers always satisfied.
6) “Smile – we are on Stage”. We are always in good professional attire, maintain positive eye contact. Use the proper vocabulary with our customers (use words like; “Good morning”, “Certainly”, “I will be happy to”, “and my pleasure”).
7) We guide customers rather than pointing out directions to another area of the company.
8) We are made up of experienced professionals who use standard methodologies to deliver quality services to customers.
9) We use proper telephone etiquette. Answer within three rings and with a “Smile”. In case of call on hold, transfer of call, we always request the caller’s permission.
10) We ensure all NERCO’S customers and employees operate under safe environments and that they know their roles during emergency situations.
11) Satisfying and protecting the customers of NERCO is the responsibility of every employee.