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 Customer Service Charter

 At Guiding You Ltd, we are committed to providing you with the highest levels of customer service, and this Charter sets out how we plan to achieve this.

 Communication

 *                   Making it as easy as possible to contact us during and out of office hours by phone or by email.

 *                   Making it as easy as possible to contact our sales, training, guiding and administration teams, during office hours by phone or by email.

  Quality & Performance

   *                   Ensuring that in every aspect of our work, each individual is responsible and accountable for the quality of their work.  

 *                   Continuously enhancing and improving our performance to ensure that the service we provide continues to meet and exceed the expectations of our clients and customers and working with our customers to correct any problem and taking action to ensure that the problem does not recur.

 Accuracy and clarity

 *                   Providing clear, complete and accurate information on our products, services and pricing, on the phone, online and via email or post.

 *                   Providing clear unambiguous quotations.

  *                   Providing accurate invoices and making our quotations, confirmations and invoices easy to understand and providing the detail you need.

     Products & Services

  We aim to respond to market requirements and, wherever possible, to provide a range of services to meet the needs of our customers, including those less abled, including;

  •    Driver Guided, coach and walking Tours
  • Client Meet & Greet, itinerary planning and similar services

  • Talks & Presentations

  • Training services relating to the skills of communication for the Tourism and other Industries

  •  We will, where it is practicable and possible, and following consulation with participants, modify or amend routes, itineraries and timings to take into account, the needs of less abled customers. 

    Privacy and Security

     *                   Treating your company or personal information in the strictest confidence.

     Ensuring that details of the service we are providing are only discussed with you or your authorised representative.

     Health & Safety

     *                   Our Policy is to ensure that, at all times striving to seek to achieve the highest standard of health, safety and welfare and to conduct our affairs in such a way as to ensure, so far as is reasonably practical, that when we are providing services to our customers they are not exposed to risk to their health and safety. 

     *                   To comply with all relevant legislative requirements, pertaining to health & safety matters.

      Integrity

     *                   In all our services and at all times striving to promote professionalism, courtesy and respect for all our Customers.

     *                   Making certain that should the level of service we provide fail to meet your reasonable expectations, we take steps to rectify the situation, as soon as it is brought to our attention. 

     *                   We believe that almost all problems can be resolved immediately we are made aware.  If this is not possible, we will ensure that a resolution can be achieved by the provision of a formal, documented Customer Complaints Procedure.  (see below for full details.)

     Complaints Procedure
    Our complaints procedure aims to resolve your problem as quickly as possible. At all stages of this process we will endeavour to acknowledge receipt of your complaint on the day it is received and to provide a full response within a further five working days. The procedure which follows is designed to address problems that we have been unable to resolve to your satisfaction, at the time they arose.

     Complaints Procedure Stage 1
     Your complaint should be addressed to (e mail)
    admin@guidingyou.co.uk
    or telephone 07788 581539

      Your concerns will be fully investigated and we will aim to respond fully.

    Stage 2
    If for any reason, you are not satisfied with our response, you should write to:

     The Managing Director 

  •  Guiding You Ltd   3 Bulkington Road, Shilton, Coventry, Warwickshire, CV7 9JS 
    After acknowledgement of your letter, we will make a full independent assessment and then provide a complete, written response 

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