The Pampas Meat strives for excellence and professionalism in providing customer service, both inside and outside the organization, within the limits of available, well-managed resources.
To accomplish this mission, we agree upon these values:
Greeting our customers promptly, cheerfully and respectfully
Listening carefully and giving full consideration to the requests and concerns of our customers
Communicating honestly, courteously and knowledgeably
Providing follow-through for our customers promptly, responsibly and efficiently
Serving with pride, commitment, and with high ethical standards
Respecting the individual and encouraging participation
It is the Pampas Meat’s policy and responsibility to provide excellent service to our customer. Customer feedback helps us measure whether our services are meeting customer needs and expectations. It also helps us identify problems that need to be solved. High quality customer service depends on customer feedback. While praise is always welcome, constructive criticism is truly helpful in the long run.
The purpose of this policy is to establish uniform standards and procedures for responding to customer feedback, thus making sure those responses are timely and that issues do not “fall through the cracks.” The policy strives to treat every interaction with the public as an opportunity to produce a satisfied customer, or at least one who feels that he or she was listened to and taken seriously, even if it was not possible to meet his or her request.
Customer feedback comes to the Pampas Meat in many ways. This policy outlines a procedure for responding to complaints, requests for service and questions that come to the Pampas Meat Office through a call, letter or email.
When possible, complaints, questions and requests for service should be resolved in “real time” on the same day they arrive. However, in many instances, referral and follow-up are necessary in order to fully understand and resolve the issue. In such instances, the following standards for acknowledgement and resolution should be followed.
All complaints, questions and requests for service should be acknowledged within one business day.
This acknowledgement should note the person to whom the issue has been referred and when the customer can expect a response.
If the customer feedback is delivered by phone or in person, this acknowledgement should be given verbally during the call or visit.
If the customer feedback is delivered by e-mail, the acknowledgement should be given bye-mail.
If the customer feedback is delivered by postal mail the acknowledgement should be sent via telephone, postal mail or e-mail, whichever is appropriate.
For written acknowledgements, templates with standard language should be used to minimize staff processing time.
A substantive response should be provided within seven business days.
This response should include the Pampas Meat’s analysis of the issue and the proposed resolution. Clear reasons should be given if it is not possible for the Pampas Meat to accommodate the customer’s request.
If a resolution is not possible within seven business days, the customer should be notified and given the date by which they can expect a response.
The resolution can be communicated to the customer verbally, by e-mail or by postal mail, depending on the communication method most appropriate to the situation.
E-mails or Postal Letters to the Bakings Corner Office
When customers send e-mail (or postal mail) to the Pampas Meat Office with complaints, questions, and requests for service, the Pampas Meat will send an acknowledgment e-mail (or postcard) within one business day.
Of course, if the Pampas Meat Office is able to answer the question or resolve the issue right away without referral, it will do so and let the customer know. In such instances, a separate acknowledgement email (or postcard) is not necessary.