Customer Service Charter

Who We Are

Our Customer Service Charter

This charter outlines our service commitment to you (the customer), and how you can help us to provide excellent service. Our aim is to develop lasting relationships with our customers by consistently meeting or exceeding your needs.

Corporate Statements

VISION STATEMENT

To be the market leader in the Retail and Wholesale sectors for quality service and merchandise at affordable prices.

MISSION STATEMENT

To continually provide superior customer service, by offering products which meet customers' needs, respecting the environment and supporting social development, while satisfying the interests of employees, shareholders and other stakeholders.

Tag Line

Hubbard’s

       ……. quality service, affordable prices!

Values

We acknowledge our success to be the result of hard work, commitment and the loyal support of the Grenadian community without whom we would have no business. We also acknowledge the foundation laid by our predecessors.

We accept the challenge to maintain our reputation for honesty, integrity and ethical behaviour by continuing to provide quality products and services at fair prices to our customers.

Our commitment to our company’s progress is demonstrated by the adoption of best practice in the areas of human resources management and corporate governance; and we will strive to provide our shareholders- the owners of the company, with a reasonable return on their investment.

Our Commitment

We are committed to respecting the rights of our customers which include:

§  The right to be treated with impartiality, dignity and respect.

§  The right to lodge a complaint.

§  The right to privacy and confidentiality.  Personal information will be protected and not be disclosed without written consent.

   

Our Service Guarantee

To fulfill our service guarantee, we are committed to having well trained and supportive staff who will be fair and reasonable in dealing with customers.

We will:

• Be pleasant;
• Identify ourselves when we speak;
• Demonstrate product knowledge;
• Show empathy;
• Provide feedback;
• Accommodate special needs where possible;
• Seek to understand and respond to needs;
• Be clear and helpful in our dealings, giving reasons for our suggestions and  decisions;
• Refer enquiries to an appropriate source;
• Give clear, accurate, timely and relevant information;
• Effectively use technology to enhance service delivery;
• Support our community through donations and sponsorship.

Our Service Standards

Service Principles   TELEPHONE: Our telephone will be answered promptly             IN PERSON: We will be courteous, professional and helpful.       IN OFFICES AND STORES: We will be accessible.       SERVICE: Quality goods and service guaranteed

Service Standards   We will respond to your call within three (3) rings. When answering the telephone, we will provide you with our name and department. If a transfer is necessary you will be advised to where and possibly to whom you are being transferred. If we cannot answer your enquiry immediately, we will return your call as soon as possible. Telephone orders will be promptly processed in order to expedite delivery.       We will wear our employee ID to identify ourselves. We will acknowledge you upon arrival. We will be neatly dressed and well presented. We will be courteous, helpful, friendly and efficient in all our dealings with you.   Our offices and stores will be clean and comfortable, have clear signage with current and relevant information. We will provide parking space where possible.     Work orders will be prepared on the day of receipt of a customer request. Our response will be within 48 hours, unless we are unable to do so, in which case you will be advised. We will keep you informed about new items and specials through notices. We will display our goods with the correct VAT- inclusive prices. Prices will be fair and competitive and will represent value for money. We will put safety first and respect the environment. We will provide complete and accurate product information supplied by the manufacturer. We will offer suitable substitutes

Other commitments

We undertake to:

• Be open to feedback on our performance and to suggestions for improvement, making  adjustments to our procedures and services where necessary;
• Review the standards set out in this charter annually and make modifications where appropriate;
• Continuously strive to improve or exceed our service standards;
• Deliver items purchased within two working days or make contact to agree on other arrangements;
• Repair or replace equipment under the terms of manufacturers’  warranties;
• Refund the purchase price for nonperishable items returned within thirty days provided the items are in original condition and accompanied by the original bill.

You can help us by

• Treating every person in the store courteously;
• Providing us with changes to your personal information if you hold an account with us;
• Ensuring that children in your care are properly supervised while on our premises;
• Ensuring all transactions are fully completed before vacating the premises;
• Providing feedback for service and product improvement;
• Collecting items purchased within two (2) working days.

How to contact us