Customer Service

Customer Service Policy

Total Horse wants to put the customer at the top of its agenda. This customer service policy sets out what this commitment means in practice.

Our customer service policy makes clear the Company's commitment to provide excellent services that offer value for money. Key to achieving that vision is a good relationship with our customers.

Different sectors will have different customers but it is important that each are treated to the same high quality response. This policy and the standards within it apply to everyone.

Customers that register with Total Horse have an expectation of the services we provide. It is important that you know what to expect from us in terms of service so that you can measure whether we are successful or not. As a Equine product supplies company we provide a wide range of services and employ a number of staff. It is important that all of our staff understand and deliver the same high quality service irrespective of the sector or area that they work within.

Total Horse wishes to be an organisation that puts the needs of the customer first. Our staff are committed to providing a responsive, caring and professional service.

We promise to:

            Act in a professional manner and be polite at all times

            Deal with your enquiry promptly or explain the reason for any delay

            Listen to you and ask for your views

            Keep our promises

            Be open and honest and explain our decisions

            Apologise when we make a mistake and put things right

            Accept your right to complain and guarantee a full investigation and considered response

            Treat you and your data with respect


We would like you to:

            Give us the information we need to help you

            Treat all our employees appropriately and with respect

            Help us to improve by giving us your views and suggestions

If we don't do as we say in this charter, please tell us.

We aim to:

            Answer the phone within seven rings

            Return your call within one working day if you have left us a message

            See you within 15 minutes of an appointment time, but if we can't we will explain why and let you know when you can be seen

            Reply to letters and faxes within 10 working days

            If your query can't be resolved within 10 days we will contact you to explain why and give you timescales

            Acknowledge emails sent to all email addresses within 48 hours and respond fully within 10 working days

            Respond to complaints within 15 working days


Other commitments:

            Resolve your query at the first point of contact or provide you with the details of who can help, together with timescales

            Communicate in plain language

            Make sure our building and other buildings we use for the provision of our services are accessible

            Provide seating and somewhere to fill out forms in reception areas

            Respect your privacy, offering private areas for discussion if required

            Provide identification on request

            Have well-trained and confident staff that have the skills and knowledge to do the job


What we ask of you:

            Treat all of our staff with courtesy and respect, avoiding unacceptable behavior.

            Give us the information and documentation we need to help you

            Help us by telling us when we do not meet your expectations, giving your views and suggestions

We will:

            Make it easy for you to make a complaint, comment or suggestion

            Monitor complaints to ensure we learn from our mistakes

            Monitor our performance against these standards and policy

            Train and support our staff in providing better customer service

            Use customer surveys to regularly gather customer feedback

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