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Customer Service Policy

1. Introduction

Geviton is committed to delivering exceptional customer service as a cornerstone of its business success. We believe that outstanding support and positive interactions are vital to building strong, lasting relationships with our clients.

2. Scope

This policy applies to all Geviton employees, contractors, and third-party representatives who interact directly or indirectly with customers. This includes, but is not limited to marketing, technical support, finance, and administrative personnel across all communication channels.

3. Principles

Geviton adheres to the following core principles in all customer service interactions:

  • Customer Focus: Place the customer at the center of all actions, striving to understand and meet their needs.

  • Professionalism & Respect: Treat all customers with courtesy, empathy, and respect, regardless of the nature of their inquiry.

  • Responsiveness: Respond to customer inquiries and issues promptly and efficiently.

  • Accuracy & Clarity: Provide accurate, complete, and easy-to-understand information.

  • Problem Resolution: Aim for effective and timely resolution of all customer concerns and issues.

  • Continuous Improvement: Regularly seek and act upon customer feedback to enhance service quality.

4. Policy Elements and Controls

4.1 Communication Standards

  • Clarity and Conciseness: All communications must be clear, concise, and free of jargon. If technical terms are necessary, they should be explained simply.

  • Professional Tone: Maintain a polite, helpful, and patient tone in all interactions, even under challenging circumstances.

  • Active Listening: Actively listen to or read customer inquiries to fully understand their needs and concerns before responding.

  • Language: Use appropriate language and grammar in all written communications.

4.2 Responsiveness and Timeliness

  • Acknowledgement: All customer inquiries must be acknowledged within — business hours.

  • Resolution Timeframes: Strive to resolve customer issues within defined agreed times or established internal targets. Complex issues should be escalated appropriately with regular updates to the customer.

4.3 Data Privacy and Security

  • Confidentiality: All customer information must be treated with the strictest confidentiality and handled in accordance with Geviton’s Information Security Policy and applicable data protection laws.

  • Authentication: Verify customer identity using secure procedures before disclosing sensitive information.

  • Secure Communication: Utilize secure communication channels for sensitive information exchange.

4.4 Feedback and Improvement

  • Feedback Collection: Actively solicit customer feedback.

  • Analysis and Action: Regularly analyze customer feedback to identify trends, pain points, and areas for improvement. Implement corrective actions and communicate changes to customers where appropriate.

  • Complaint Handling: Establish a clear and fair process for handling customer complaints, ensuring they are addressed promptly and respectfully.

5. Employee Responsibilities

All Geviton employees involved in customer interactions are responsible for:

  • Adhering strictly to the principles and guidelines outlined in this policy.

  • Maintaining a positive and helpful attitude in all customer interactions.

  • Continuously improving their product knowledge and communication skills.

  • Accurately documenting customer interactions and resolutions.

  • Escalating issues appropriately and in a timely manner.

  • Reporting any breaches of this policy or customer dissatisfaction trends.

6. Compliance and Reporting

  • Monitoring: Customer service performance will be regularly monitored.

  • Reporting: Performance reports will be generated and reviewed by management to identify areas of strength and areas requiring improvement.

  • Audits: Periodic internal audits of customer interactions and processes may be conducted to ensure compliance with this policy.

7. Review and Update

This Customer Service Policy will be reviewed and updated regularly , or as needed, to reflect changes in Geviton’s business operations, customer expectations, technological advancements in service delivery, and lessons learned from feedback and performance analysis.

8. Contact

For any questions about this Customer Service Policy or to provide feedback on service, please contact:

📧 Email: info@geviton.co.ke

📞 Phone: +254740223196

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