Talinda East Africa customer service charter. http://www.talinda.net/about-us/customer-service-charter

1. Talinda East Africa Customer Service Charter
An affirmation of our commitment to you, our customer. We have ensured customer satisfaction
through innovative initiatives geared towards continual improvement of service.
 Purpose-To express our commitment to giving a courteous, efficient, effective,
professional and high quality customer service alongside the need to receive mutual
commitment from our esteemed customers in ensuring continuous cordial working
relationship and improvement of quality of service delivery
 Brand Propositioning-We serve futuristic, highly efficient and fast growing businesses
in East Africa.
 Who accesses our services-East African businesses and individuals who want quality
service and support on systems integration services IT, communication and audio visual
solutions.
 Relevance-To ensure continuous relevance of the charter by incorporating emerging
issues.
 Our Promise-In our dealings with you we will be professional and understanding. We
commit to our staff individually and collectively upholding the OUR CORE VALUES
 Simplicity
 Creative Excellence
 Responsibility
HOW-In achieving the above we have anchored our service delivery on the following
fronts:
 Communication-Our service commitment has at its core, effective and efficient
communication.
 Customer Service Standards
 The company undertakes to resolve all reported customer complaints and make follow up
calls upon resolution within 24 hours.

2.  The company undertakes to communicate immediately all downturns quality
discrepancies, special project updates and challenges requiring customer attention
through hand delivered notices, the media and /or telephone.
 The company shall endear to call/visit all our customers to confirm the status of their
connectivity, quality of our services and any other issues that may arise from time to time
on a regular basis.
 All our staff shall display their identification cards at all times while on duty.
 The company shall communicate due date for any payments through correspondence,
telephone and email.
 Reliable Quality Always-We undertake to ensure that we consistently deliver quality
solutions that meet and exceed our customers’ expectations
 Invoicing
 The company undertakes to furnish our customers with invoices as per agreed terms
 The company shall strive to meet its obligations to its suppliers as per the agreements
entered to at time of contracting
 The company also undertakes to train our customers on the basics of handling the
services advanced to them in lieu of promoting a transparent and accountable business
relationship.
 Quick Processing of Contracts
 The company undertakes to process contracts within the contracted timeline scope
 Any delays shall be communicated to the customer within 12 hours before the timeline
 Timely response to restore services-We shall strive to restore/offer appropriate
solutions/remedies within 24 hours from reporting time.
 Quality of staff-The quality of the employees is our biggest asset in the delivery of
excellence in customer service. We therefore commit to ensure our staff members are:
 Trained to attain the appropriate levels of technical and professional competence in their
areas of expertise.

3.  Motivated and incentivized to provide the highest levels of customer service even if they
are not engaged directly in the provision of front-line services.
 Provided with the tools and environment to ensure best practice is shared across the
company.
 Responsive, courteous and highly professional in all interactions with customers.
 Customer Responsibilities
 Prompt payment of invoices. All customers should pay their invoices as duly agreed
 Report all downturns, interruptions and fluctuations to ensure minimal inconveniences.
 Forward all complaints and demand action from us
 Use our numbers landline +254 20 80 77704 and/or Cell phone +254 728 28 44 01 for
complaints and compliments.
 While making connections ensure compliance with minimum technical standards
 To allow us to help, we expect you will:
 Give us information that is timely, accurate and complete
 Take the time to understand your obligations and aim to fulfill them
 Provide us with honest, constructive feedback on our service
 Contact us if you believe we have made an error or acted inappropriately
 Feedback-Feedback includes compliments, complaints, suggestions or any information
about our program delivery, services or performance.
 You can provide feedback using our online call card form ,by calling us on Landline
no.+254 20 80 77704 or Cell phone +254 728 28 44 01
 Complaint-Should you have a complaint, we appreciate you providing us with the first
opportunity to resolve it
 Customer Entitlement-All our customers have the right to raise concerns and make
legitimate complaints and expect that the issues raised will be handled in a fair,
confidential and responsive manner, free from repercussion or prejudice.