Client care
We take our responsibilities to our clients very seriously and believe that our clients’ needs underpin everything we do and if we live our values then we will provide outstanding serve to all our clients.
What is the purpose of this document?
It sets out the standards we seek to live up to and informs everything we do. It also helps our clients and potential clients know what they can expect from us.
By publishing this document on our website it holds us accountable.
Our promises to you
1. We will strive to live our values in everything we do;
2. When you communicate with Price Pd it should be a positive experience whether the method of communication is via telephone, letter, e-mail or in person. We will strive to respond to any communication within 24 hours. If we are unable to achieve this we will tell you why we cannot.
3. You will always be given the contact details of your own client account manager who will act as a single point of contact for your account.
4. We will always be transparent and up front about our fees;
5. We are committed to ensuring professional standards and that quality is adhered to in the training and coaching programmes we provide. After every in-house training programme we produce a feedback report which we will give to you within 48 hours. We also conduct our own de-briefing session after each in house and public programme to ensure we maintain our standards. We are accredited by the Solicitors Regulation Authority and ILEX which helps maintain our quality and professionalism;
6. If you feel that we have not provided outstanding service to you and you have let us know by when completing a client feedback form then we will contact you within 24 hours and find out how we could have done better;
7. When training or coaching programmes are booked, confirmation of the booking will be sent out to you by e-mail within 48 hours of receipt of the booking. The confirmation will be accompanied by an invoice and a welcome pack.
8. Every time you attend a training programme you will receive unlimited e-mail support for 30 days following the end of the programme.
9. Every time you attend a training programme you will receive a goal reminder e-mail 24 hours, 7 days and 28 days after following the programme.
10. We will carry out 6 monthly client reviews as part of our CRM programme with you in the following ways.
In house training programmes - we will seek to meet with you at our premises to discuss the work we carried out for you during the preceding 6 month period. Should we be unable to meet you then we shall seek to contact you by telephone and or e-mail.
Public training programmes – we will e-mail or telephone every client who attends a public training programme with us.
11. We have set out our additional commitments in relation to our coaching programmes in our coaching protocol and coaching agreements.
12. In the event of a complaint you make cannot be resolved by your individual account manager you can contact the founder of Price Pd, Simon Price who can be contacted by:
E-mail : simon@pricepd.co.uk
Telephone : 07967-302-455
Address : 81 Squireswood, Fulwood, Preston, PR2 9QA
© Price Pd 2007
Download a copy of our Client care charter here