Customer care policy

Concierge to the Bride have a straightforward approach to customer care, service and support - essentially we treat our customers as we would like to be treated ourselves.

• We enjoy excellent, ongoing working relationships with our clients. Typically, this allows our staff to create friendly and supportive partnerships with everyone involved.
• Clients are provided with telephone numbers for all key members of the project team, so there is always someone available to talk to you.
• We'll go the extra mile to ensure that your issues are addressed. Typically our offices hours are displayed on our website, and we'll also answer and respond to support calls outside the contracted hours if someone is available.

Quality statement

• Through our commitment to quality and customer service we provide a quality front line service to our customers.
• Customers who call our offices will have their telephone calls answered quickly. Personal callers will not be expected to queue for too long and their enquiries will be answered promptly and courteously.
• All of our staff take a personal responsibility for ensuring a quality outcome for your Event.

Targets

Our main customer care targets are to:

• Answer all telephone calls at the first point of contact.
• Respond to emails on the same business day. Where a substantive response is likely to take longer, we'll send an acknowledgement and explain when you can expect to receive a full reply.
• Provide an ongoing support service to our customers.

Managing the process

• We track and monitor enquiries to ensure our promises are delivered. Concierge tothe Bride will then analyse comments and complaints to learn what can be done to improve our services for the future.
• Regular meetings will be held between front and back office to maintain service levels and communication