SWRC Customer Service Performance Standards
In-Person Visits
- We will greet customers visiting our Corporation with genuine warmth, treating them like family from the moment they enter until they leave.
- A seating chart of responsible staff will be posted at the entrance of every office to enhance convenience for visiting customers.
- We will make every effort to ensure customers are not kept waiting. If the responsible staff member is unavailable, we will inform customers of the expected wait time or have another staff member assist them.
- The customer area will always be kept clean and tidy to ensure a comfortable experience for visitors.
- Upon greeting customers, we will warmly say, "Welcome, how can we assist you?" and promptly address their needs.
- As customers leave, we will confirm whether their inquiries were fully addressed and understood, and courteously say, "Goodbye, have a nice day.”
- If customers with disabilities or elderly visitors notify us at least 30 minutes before their visit, we will meet them upon arrival to ensure they do not experience any inconvenience.
Telephone Inquiries
- We will answer calls promptly, within three rings, and clearly state our department and name in a cheerful tone.
- To ensure clear understanding, we will repeat important parts of the conversation at least once and provide accurate answers to inquiries.
- We will respond to all inquiries kindly, and if the inquiry pertains to another department, we will provide the appropriate contact number.
- If the person responsible is unavailable, we will take a message and ensure the customer receives a response as soon as possible.
- When ending a call, we will use an appropriate closing remark, confirm that the customer has completed the call, and then wait two seconds before hanging up the phone.
