Customer Care Policy

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Spectrum Trading (Customer Care Policy)

Spectrum Trading Ltd is committed to ensuring that customer service excellence is an integral part of the planning, resourcing and delivery of all products and services.This document sets out the standard of customer care and how it is maintained throughout Spectrum Trading Ltd

•That we take pride in our work, products and services and prioritise customer satisfaction
•what customers can expect from us
•what to do if customers are not satisfied or have a complaint

Our standards are defined by our customers to ensure we deliver the best customer service. We will:
•Regularly ask customers for their opinions on our products and services
•Use these opinions to shape the business and customer service we provide
•Provide exceptional communication regarding delays and availability

•Courteous, helpful, open and honest in delivering high quality products and services
•Professional and positive in our approach, taking pride in what we do
•Well informed, so that our customers know what they can expect from us
•Effective in listening to customers when they express dissatisfaction

•Ensure our staff are sufficiently trained and competent to deliver our products and services
•Ensure our staff treat all customers with respect, courtesy and understanding

Efficient correspondence with customers is essential to ensure customer satisfaction. We will:
•Listen carefully to the customer
•Be polite, honest and accurate with the information we provide
•Respond to all enquiries within 18 hours ?? and with courtesy
•Ensure the customer understands all information provided
•Conduct correspondence professionally and confidentially
•Inform customers of any changes or delays in good time
•Keep customers informed of any subsequent stages in the process

•Provide written quotations, including terms and conditions which may apply
•Ensure written quotations are uncomplicated and clearly worded
•Process all enquires within 24 hours ??
•Provide a clear and uncomplicated invoice following the delivery of products or service where payment is not immediately received

•Seek regular feedback on customer satisfaction
•Investigate all complaints thoroughly and in a timely fashion
• Use feedback and results of complaint investigations to influence changes in our customer service and care

If you are not satisfied or have a complaint about the conduct/behaviour of a member of the team, our products or service of our work, then please contact:

Customer Service Department

Telephone: +250 780 329 825
Email: nfo@spectrum.rw
Address: Copcom House, Gisozi, P.O.Box : 701, Kigali - Rwanda.