CUSTOMER CARE POLICY UPDATED 8/12/2023
MarineGunBuilder.com is committed to providing exceptional customer care and ensuring a positive experience for our valued customers. This Customer Care Policy outlines our commitment to delivering the highest standard of service and support.
2. Our Customer Care Principles
Our customer care approach is guided by the following principles:
a. Customer-Centricity: We prioritize the needs and satisfaction of our customers above all else. Our goal is to exceed your expectations.
b. Transparency: We are open and honest in our communications and interactions with customers. We provide clear and accurate information.
c. Responsiveness: We aim to respond promptly to customer inquiries, concerns, and feedback. We value your time and will address your needs as quickly as possible.
d. Empathy: We understand that every customer is unique and may have specific needs and concerns. We approach each interaction with empathy and a desire to find solutions.
e. Continuous Improvement: We are committed to improving our customer care processes and services continually. We welcome feedback and use it to enhance the customer experience.
3. Channels of Communication
We offer various channels through which customers can reach out to us:
a. Customer Support: You can contact our customer support team through phone, email, or online chat during our business hours.
b. Website: Our website provides information about our products, services, and frequently asked questions.
c. Social Media: We maintain active social media profiles to engage with customers and provide updates.
d. Feedback Forms: We encourage customers to share their feedback through our website or email.
4. Customer Support Hours
Our customer support team is available during the following hours:
Monday - Friday 8am - 6pm est
5. Response Times
We strive to provide timely responses to customer inquiries and concerns. Our typical response times are as follows:
a. Email: We aim to respond to all email inquiries within 1 business day
b. Phone: We endeavor to answer phone calls during business hours promptly. Our direct contact is (401) 413-5773
c. Online Chat: Our online chat support team aims to respond within 5 minutes
6. Handling Customer Concerns
When a customer raises a concern or issue, we follow these steps:
a. Acknowledgment: We acknowledge the customer's concern promptly, either through automated responses or personal communication.
b. Investigation: We investigate the issue thoroughly to understand its nature and underlying causes.
c. Resolution: We work diligently to resolve the issue to the customer's satisfaction. We provide clear timelines for resolution whenever possible.
d. Follow-up: After resolution, we may follow up with the customer to ensure their satisfaction and address any further questions or concerns.
7. Privacy and Data Protection
8. Training and Development
We undergo regular training and development to enhance skills and knowledge, ensuring we can provide the best possible service to our customers.
9. Customer Feedback
We encourage customers to provide feedback on their experience with our customer care team. Feedback helps us improve our services and meet your expectations.
10. Contact Information
If you have any questions, concerns, or feedback, please contact our support team at firstname.lastname@example.org.
We appreciate your trust in MGB. Our commitment is to serve you with excellence and continuously improve our customer care standards.
Effective Date: 8/12/2023