Customer Service

The Christmas Shop.com.mt is committed to delivering excellent customer service. This customer care policy sets out what this commitment means in practice, what our customers can expect from us and what we expect from our customers.

As we provide a wide range of services across many different locations to different people and it is important that everyone receives the same high quality response.

Our promise to you

We are committed to promoting access to our services and offering choice wherever possible in the services we provide and the way we deliver them. Staff are responsible for providing an efficient, caring and professional service.

Responses

To customer contact should be provided in the most appropriate format. For example, it is not necessarily the case that all emails will receive an emailed response.

We will ensure that you are dealt with:

•quickly
•fairly
•in a courteous, helpful manner.


We will always:

•be open and honest and explain our decisions
•ensure that staff take responsibility for resolving or dealing with your query, or that they refer it to an appropriate colleague
•give as much information as possible to help you make informed choices
•act in accordance with the law.


We would like you to:

•give us the information we need to help you
•treat all our staff fairly and with respect
•give us your views and suggestions to help us to improve our services.
•keep any appointments that you have with us.
•tell us if you know of any other customers who need our help or feel they have not been treated fairly.

Our customer care standards

Face to face contact

We will:

•make sure that our Shop is accessible
•display the opening times of public buildings and adhere to them
•greet visitors and introduce ourselves within a maximum of five minutes of their arrival
•respect your privacy, offering private areas for discussion if required
•make sure our staff identify themselves by wearing name badges
•listen to you and respond to your needs
•be welcoming, courteous and helpful at all times
•treat your home with respect when we visit you.

Contact by telephone

We will:
•aim to answer the telephone within 60 seconds (six rings) during normal working hours. If a member of staff is not available, their telephone should be answered by a colleague (by call diversion, transfer or group pick up) within the target time.
•not use answerphones for our most used telephone numbers during publicised opening hours.

These numbers include:
•use answerphones as appropriate for other services but the message will be as helpful and informative as possible.
•attempt to resolve your query at the first point of contact. If this is not possible we will pass your call to someone who can help and ensure that you have the name of the staff member dealing with the query.

Contact in writing

We will:
•aim to respond to standard written enquiries within five working days (one week) of receipt, resolving the issues raised if at all possible. If the issue is more complicated and likely to take longer to resolve, we will give you an idea of how long this will take.
•ensure that where service areas have other specific targets regarding written correspondence, for example, planning applications, benefit applications, Freedom of Information Act requests and complaints, that customers of these services are aware of the relevant standards that apply.
•ensure that within the response provided customers are given a named contact of the staff member dealing with the issue. Contact by email and text messaging

We will:
•aim to respond to emails sent to general mailboxes, or text message inquiries within 24 hours, except at weekends or during bank holidays. All emails or text messages should at least receive an acknowledgement within one working day stating when a full reply will be made if it is not possible to deal with the inquiry immediately.
•aim to provide a full response to email and text message inquiries within five working days of receipt, resolving the issues raised if at all possible.
•ensure that where service areas have other specific targets regarding written correspondence, for example, planning applications, benefit applications, Freedom of Information Act requests and complaints, that customers of these services are aware of the relevant standards that apply.
•ensure that within the response provided customers are given a named contact of the staff member dealing with the issue.

Contact by instant messaging (IM)

We will:
•respond within 24 hours to any contact via instant messaging (IM) during office hours
•ensure that within the response provided, customers are given a named contact of the staff member dealing with the issue.

Contact by text-phones

We will:

•aim to answer text-phones within 20 seconds (six rings) during normal working hours.
•ensure that within the response provided, customers are given a named contact of the staff member dealing with the issue.

What we ask of you

Staff should not be expected to deal with rude, abusive or threatening behaviour. If such unpleasant behaviour is encountered and cannot be calmed down, staff will politely state that they will have to terminate the contact (put the telephone down/leave the meeting etc). They will take appropriate action against any individuals who are abusive to staff.

More information

You can find out more information about the us or our services by the following methods: Call Us!

Care Number 27026262 or 99421683