1. Introduction
New Erra Entertainment Presents Ltd is a premier entertainment company dedicated to producing and promoting world-class events that celebrate African culture and foster connections through the power of entertainment.
2. Purpose
This policy outlines our commitment to delivering exceptional customer service, ensuring that all interactions with our clients, attendees, artists, and partners are handled professionally, respectfully, and efficiently.
3. Scope
This policy applies to all employees, contractors, and representatives of New Erra Entertainment Presents Ltd who interact with customers and clients.
4. Customer Service Principles
We are committed to the following principles:
• Respect and Courtesy: Treating all customers with dignity and respect, regardless of background or circumstance.
• Responsiveness: Addressing inquiries and concerns promptly and effectively.
• Transparency: Providing clear and accurate information about our services, events, and policies.
• Accessibility: Ensuring our services are accessible to all individuals, including those with disabilities.
• Continuous Improvement: Regularly seeking feedback to enhance our services and customer experience.
5. Communication Channels
Customers can reach us through the following channels:
• Email: [Insert Contact Email]
• Phone: [Insert Contact Number]
• Social Media: [Insert Social Media Handles]
• Website Contact Form: [Insert Website URL]
6. Response Timeframes
We aim to respond to all customer inquiries within:
• Emails: 2 business days
• Phone Calls: Immediate response during business hours; otherwise, within 1 business day
• Social Media Messages: 2 business days
7. Complaint Resolution
We take customer complaints seriously and are committed to resolving them promptly. Our process includes:
• Acknowledgment: Confirming receipt of the complaint within 1 business day
• Investigation: Reviewing the issue thoroughly
• Resolution: Providing a solution or response within 5 business days
• Follow-Up: Ensuring the customer is satisfied with the resolution
8. Staff Training
All staff members receive regular training on customer service best practices, including:
• Effective Communication Skills
• Cultural Sensitivity and Diversity Awareness
• Problem-Solving Techniques
• Accessibility and Inclusivity Standards
9. Feedback Mechanism
We encourage customers to provide feedback on our services through:
• Surveys: Distributed after events and interactions
• Feedback Forms: Available on our website
• Direct Communication: Via email or phone
All feedback is reviewed by management to identify areas for improvement.
10. Policy Review
This policy will be reviewed annually to ensure its effectiveness and alignment with industry best practices.
11. Approval
This Customer Service Policy is approved and endorsed by the Managing Director of New Erra Entertainment Presents Ltd.
Signed:
[Managing Director’s Name]
Managing Director
Date: [Date]