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Managing Construction for Time, Cost, Quality and Safety

01925 654158

Keelagher Okey Klein aims to set clear standards of service and to regularly review and improve its performance. Keelagher Okey Klein’s resources will be used effectively and efficiently in order to provide the highest standard of customer care to all its clients.

 

Keelagher Okey Klein will openly provide clear information about its services, which will be easily accessible to everyone who needs them. All enquiries will be dealt with in a prompt manner. Present and potential clients of Keelagher Okey Klein will be consulted with, and their views will be used to continually improve the service provided.

 

Keelagher Okey Klein aim to: -

 

• Consistently represent Keelagher Okey Klein with integrity in order to build confidence and reputation through teamwork with Clients and other Design Team members
• Increase the achievement of client objectives and deliver increasingly high customer satisfaction through continuous improvement, and the enthusiasm and professionalism of our people so that we enjoy a distinctive, reliable and profitable position in the UK construction sector
• To attain and continuously improve client satisfaction by delivering services that exceed their expectations and offer value for money
• To provide evidence of this through our Quality Management System, by way of compliance with legislation, Institute, and Client requirements
• Develop and implement Quality Systems that are compatible and complimentary to those of, and in cooperation with, our partners in construction, by way of regular review of performance by a responsible Director, rigorous response to any recorded Client complaints and ongoing liaison with Clients in order to meet with their changing needs.
• Promote awareness and to drive high standards of customer care
• Deliver a strong commitment to ongoing training and development of our employees
• Ensure that the views of our Clients are heard and used to help improve service delivery
• Ensure that service delivery be responsive to the Client’s needs
• Promote good and equal access to our services
• Promote high standards of information provision and communication
• Provide excellent value for money
• Provide and maintain excellent communication channels, including:

1. Prompt answer to all telephone calls
2. Frequently monitored shared inbox which receives copies of all email addressed to the domain “@kok-surveyors.com” so as to ensure that any urgent requests can be responded to promptly in the event that the addressee be away from their desk or out of the office.
3. Prompt response to all incoming mail
4. Records of all incoming and outgoing mail
5. A response same day or next day to any queries
6. The availability of a Client complaint procedure handled by a Director

 

Keelagher Okey Klein aim to monitor its Customer Care Policy based on the following Key Measures of Success:

 

• Strong positive Client feedback through formal surveys and informal feedback
• Strong performance against all standard measures of service
• Evidence of Customer Care adapting to Client’s changing expectations
• High efficiency
• Maintenance of strong communication channels

 

J. F. Okey (Director)

CUSTOMER CARE POLICY