CUSTOMER SERVICE POLICY AND VALUES

The Ameco Electrical Services Ltd strives for excellence and professionalism in providing customer service,
both inside and outside the organization, within the limits of available, well-managed resources.
To accomplish this mission, we agree upon these values:
1. Anticipating the needs of our customers and planning accordingly
2. Greeting our customers promptly, cheerfully and respectfully
3. Listening carefully and giving full consideration to the requests and concerns of our customers
4. Communicating honestly, courteously and knowledgeably
5. Providing follow-through for our customers promptly, responsibly and efficiently
6. Serving with pride, commitment, and with high ethical standards
7. Respecting the individual and encouraging participation

Policy Statement
It is the Ameco Electrical Services Ltd’s policy and responsibility to provide excellent service to the public.
Customer feedback helps us measure whether our services are meeting public needs and
expectations. It also helps us identify problems that need to be solved. High quality customer
service depends on customer feedback. While praise is always welcome, constructive criticism is
truly helpful in the long run.
The purpose of this policy is to establish uniform standards and procedures for responding to
customer feedback, thus making sure those responses are timely and that issues do not “fall
through the cracks.” The policy strives to treat every interaction with the public as an opportunity
to produce a satisfied customer, or at least one who feels that he or she was listened to and
taken seriously, even if it was not possible to meet his or her request.
Customer feedback comes to the Ameco Electrical Services Ltd in many ways. This policy outlines a
procedure for responding to complaints, requests for service and questions that come to the
Ameco Electrical Services Ltd Office through a customer visit, call, letter or email. Departments are
expected to use similar standards and procedures for the complaints, requests and questions that
come directly to the department and not through the Ameco Electrical Services Ltd Office.
The policy is not intended to cover:
• Complaints about the performance of specific employees, which are handled by the
department manager in conjunction with the gym owner.
• Claims for damages, which are to be filed with the Ameco Electrical Services Ltd Insurance carrier.
Response Standards
When possible, complaints, questions and requests for service should be resolved in “real time”
on the same day they arrive. However, in many instances, referral and follow-up are necessary
in order to fully understand and resolve the issue. In such instances, the following standards for
acknowledgement and resolution should be followed.
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Acknowledgement
• All complaints, questions and requests for service should be acknowledged within one
business day.
• This acknowledgement should note the person to whom the issue has been referred and
when the customer can expect a response.
• If the customer feedback is delivered by phone or in person, this acknowledgement should be
given verbally during the call or visit.
• If the customer feedback is delivered by e-mail, the acknowledgement should be given by email.
• If the customer feedback is delivered by postal mail the acknowledgement should be sent via
telephone, postal mail or e-mail, whichever is appropriate.
• For written acknowledgements, templates with standard language should be used to
minimize staff processing time.
Resolution
• A substantive response should be provided within seven business days.
• This response should include the Ameco Electrical Services Ltd’s analysis of the issue and the
proposed resolution. Clear reasons should be given if it is not possible for the Gymnastics
Center to accommodate the customer’s request.
• If a resolution is not possible within seven business days, the customer should be notified
and given the date by which they can expect a response.
• The resolution can be communicated to the customer verbally, by e-mail or by postal mail,
depending on the communication method most appropriate to the situation.
Response Procedure
Calls / Visits to the Ameco Electrical Services Ltd Office
• When a customer calls or visits the Ameco Electrical Services Ltd Office with a complaint, question, or
request for service, the issue should be resolved immediately, if possible, by the Gymnastics
Center Office or by referral to the appropriate department.
• If immediate resolution is not possible, the Ameco Electrical Services Ltd Office will take down the
necessary information and let the customer know when and from whom he or she can expect
a response.
• The department receiving the referral is responsible for resolving the issue per the above
standards.
E-mails or Postal Letters to the Ameco Electrical Services Ltd Office
• When customers send e-mail (or postal mail) to the Ameco Electrical Services Ltd Office with
complaints, questions, and requests for service, the Ameco Electrical Services Ltd Office will send an
acknowledgment e-mail (or postcard) within one business day.
• Of course, if the Ameco Electrical Services Ltd Office is able to answer the question or resolve the issue
right away without referral, it will do so and let the customer know. In such instances, a
separate acknowledgement email (or postcard) is not necessary.
• Also within the first business day, the Ameco Electrical Services Ltd Office will forward the item to the
appropriate department for response, noting the expected resolution date.
• The department receiving the referral is responsible for resolving the issue per the above
standards.
Additional Comments
Since customers do not always know to whom to direct their concerns, any staff member at a
public counter or answering the phone is called upon to be a customer service agent. When
transferring a caller, staff should always take the caller’s number so that they can call back if
need be.