Customer Service Policy

• Greet you promptly & courteously at the college. Our reception is open Monday – Friday between 8.30am – 5.30pm & there is a member of staff on duty at all other times who can be contacted via the bell on reception to answer your questions & help with any queries.
  
  
• Use our names in all correspondence with you & respond within 2 working days of receiving your general enquiry / request & within 7 working days for more detailed enquiries / requests.
  
  
• Answer your telephone call within 8 rings during reception opening hours. Outside these hours our bookings line will tell you when you can contact the college or will take a message to which we will reply as promptly as possible.
  
  
• Wear a name badge and, where appropriate, a uniform so that you can identify us with ease.
  
  
• Ensure that our teaching / conference rooms are set up & equipped to meet your requirements.
  
  
• Ensure our bedrooms & communal areas are clean & comfortable.
  
  
• Produce food of a high quality.
  
  
• Cater where possible for individual requests for special diets, access and equipment.
  
  
• Listen to your comments, suggestions & complaints & follow the procedures & timescales set out in our complaints policy.
  
  
• Treat all our users fairly & with respect & comply with our Equality & Diversity Policy & Disability Statement.
  
  
• Ensure that we meet all legal requirements with respect to Health & Safety & Hygiene standards.
  
  
• Produce information that shows we are meeting these standards & show what action has been taken to rectify any problems.
  

If you have any comments or suggestions regarding our Customer Service Policy or any other aspect of our service / facilities, please fill in a comments / suggestions slip & post it in our customer comments box which is available near reception, or return it to our Quality Co-ordinator at the college. Our full Customer Service Booklet is available on the main college noticeboard or can be sent to you on request.