Customer Service Policy Statement

Customer Service Policy Statement

Providing Goods and Services to our Customers

 

Our Mission

As the UK’s leading mobile accessories merchandise retailer, we strive to provide outstanding value, convenient locations, compelling product assortment and a great Customer experience!

 

Our Commitment

In fulfilling our mission, Mobilise Group (“Our Company”) strives at all times to provide its goods and services in a way that respects the dignity and independence of people.

We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other Customers.

 

Providing Goods and Services to Customers

Our Company is committed to excellence in serving all Customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

Communication

We will communicate with people with disabilities in ways that take into account their disability. We will train our Associates who communicate with Customers on how to interact and communicate with customers including people with various types of disabilities.

Telephone Services

We are committed to providing fully accessible telephone service to our Customers. We will train Associates to communicate with Customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with Customers by e-mail if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our Associates are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Billing

We are committed to providing accessible receipts to all of our Customers. For this reason, receipts will be provided in the following formats upon request: hard copy, large print, e-mail, reading the receipt out loud within a 15 day timeframe. We will answer any questions Customers may have about the content of their receipt in person, by telephone or by e-mail within a 15 day timeframe.

 

Training for Associates

Our Company will provide training to all Associates. Individuals in the following positions will be trained during their onboarding period:

  • Store Managers
  • Full & part time Store Associates
  • Call Centre Operatives

A record of training will be maintained at the Head Office for all Associates.

 

Feedback Process

 The ultimate goal of Our Company is to meet and surpass Customer expectations while serving our Customers. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way Our Company provides goods and services to people can be made in person at one of our boutique stands, by e-mail at info@mobilise-group.com or to our customer care line at 01895-549-133. All feedback will be directed to the COO and CEO at our Head Office. Customers can expect to hear back in 15 days.

Mobilise Group Ltd will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

 

Modifications to This or Other Policies

We are committed to developing Customer Service policies that respect and promote the dignity and independence of our customers. Therefore, no changes will be made to this policy before considering the impact on people (with or without disabilities). Any policy of Our Company that does not respect and promote the dignity and independence of our customers will be modified or removed.

 

Questions About This Policy

This policy exists to achieve service excellence to our Customers. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by or referred to the Human Resources Department at Mobilise Group Ltd.