Purpose

This Code of Conduct outlines the standards and expectations for all employees when interacting with customers. It ensures that all customer interactions reflect the company’s values, promote trust, and provide a consistent, high-quality experience.

1. Professionalism

• Treat all customers with courtesy, respect, and dignity.
• Maintain a positive, helpful, and solution-oriented attitude at all times.
• Refrain from using slang, offensive language, or inappropriate humour.
• Dress and present yourself in a manner that reflects the company’s image (for in-person or video interactions).

2. Integrity and Honesty

• Be truthful and transparent in all communications.
• Do not make promises that cannot be kept.
• Admit mistakes and take responsibility promptly; offer solutions or escalate when needed.

3. Responsiveness

• Respond to customer inquiries in a timely manner according to company standards (e.g., within 24 hours).
• Keep customers informed about the status of their issue or request.
• If an issue cannot be resolved immediately, provide a clear timeline and follow up as promised.

4. Privacy and Confidentiality

• Respect and protect all customer personal information.
• Only collect, use, and store customer data in accordance with data protection laws and company policies.
• Do not discuss customer issues with unauthorized individuals.

5. Fairness and Non-Discrimination

• Treat every customer equally regardless of race, gender, age, religion, nationality, disability, sexual orientation, or any other personal characteristic.
• Make accommodations when possible to serve customers with special needs.

6. Conflict Resolution

• Remain calm and professional, even in challenging situations.
• Listen actively and empathetically to understand customer concerns.
• Seek to resolve complaints fairly and efficiently or escalate to the appropriate level if needed.

7. Product and Service Knowledge

• Stay informed about company products, services, and policies to provide accurate and helpful information.
• Participate in training sessions and refreshers as required.

8. Communication Standards

• Use clear, concise, and customer-friendly language.
• Avoid jargon or technical terms unless appropriate and explained.
• Confirm understanding and provide summaries of key points when necessary.

9. Continuous Improvement

• Encourage and welcome customer feedback to improve service.
• Report recurring issues or suggestions to management.
• Be open to coaching and regularly seek opportunities for personal development.

10. Accountability

• Understand that each employee is a representative of the company.
• Uphold this Code of Conduct at all times.
• Report any violations of this code to a supervisor or manager.

Acknowledgement
All customer-facing staff are expected to read, understand, and comply with this Code of Conduct. Violations may result in retraining, disciplinary action, or termination, depending on severity.