Customer Care Policy

Customer Care Policy

1. INTRODUCTION

MS Action - Customer Care Policy

Effective Date: 1st November 2023

MS Action is committed to provide excellent customer care and satisfaction and strives at all times to provide its services in a way that respects the dignity and independence of people with MS and other disabilities..We aim to build long term relationships with our customers based on trust, respect and mutual benefit.

Our Customer Care Principles

We treat our customers with courtesy, professionalism and empathy.
We listen to our customers to best understand their needs.
We respond to our customer’s enquiries, complaints and feedback promptly and effectively.
We endeavour to offer customers the appropriate service for their needs.
We respect our customers’ privacy and protect their personal information.
We follow ethical and legal standards in our business practises and transactions.

Our Customer Care Standards

We provide clear and accurate information about our services on our website and in leaflets and other communication channels.
We strive to ensure our services are available, accessible and delivered on time  and as promised.
We offer fair and reasonable prices for our services.
We provide various channels for our customers to contact us such as phone, email and social media.
We acknowledge our customers enquiries, complaints and feedback and aim to answer or resolve them within 24hours or as soon as possible.
We follow up with our customers after resolving their issue to ensure their satisfaction and loyalty.
We solicit feedback from our customers regularly to improve our service

Our Customer Care Responsibilities

Our employees and volunteers are responsible for providing friendly, helpful and professional advice at all times.
Our employees and volunteers are accountable for their performance and quality of service.
Our employees and volunteers are empowered to make decisions and take actions that are in the best interest of our customers and MS Action.
Our employees and volunteers are trained and equipped with the necessary skills, knowledge and tools to handle customers’ enquiries, complaints and feedback effectively.
Our employees and volunteers are encouraged to share ideas, suggestions and best practise to enhance our customer service culture.

Our Customer Care Expectations

We expect our customers to treat our team with respect, courtesy and honesty.
We expect our customers to provide us with accurate and true information about their needs, preferences and issues.
We expect our customers to cooperate with us in resolving their issues and providing feedback.
We expect our customers to inform us of any changes or problems that may affect their treatments or dealings with us.

Our Customer Care Promise

MS Action is committed to offering services and treatments to benefit people with MS and other disabilities and illnesses. We also offer a safe and friendly place to meet others and benefit from social interaction with other customers and our team.