Client care

Sample customer service agreement for coaches or consultants working with clients.

Introduction

The standards and procedures described in this document cover:

How to approach (coach/consultant)
General communications
Service standards
Feedback and complaints

How to approach (coach/consultant)

(Coach/consultant) is contactable by email, post and telephone(insert info).

In order to help ensure that (coach/consultant) is able to meet your service requirements, we recommend that applications for support are submitted at least one month in advance.

General communications       

We will respond to email, postal and telephone communications within 14 working days of receipt.  If we are not able to deal fully with a query within this timeframe, we will communicate a specific date by which we will.

We will communicate with clarity, courtesy and respect.

We will arrive at meetings and events punctually and having prepared appropriately.  If we are unable to attend or likely to be late, we will notify the client as soon as possible.

Service standards

We will deliver services based on specific learning outcomes that reflect client requirements.

We will endeavour to design, develop and deliver a range of learning methods suited to different needs, learning styles, access and abilities.

(Coach/consultant’s) services will start and finish at the agreed times.

Where possible and required, we will provide post-event follow-up support.

General feedback

Feedback on services is normally requested via an Evaluation Form which is completed periodically, at the end of an event or shortly after completion of contract. 

The purpose of the Form is to provide participants with an opportunity to reflect on learning/application and to provide (coach/consultant) with feedback on customer satisfaction.

We are committed to continual improvement of our service and will, therefore, monitor our performance against customer care standards and in light of feedback/complaints received, collating all feedback/complaints and analysing for trends.

Complaints

If you have a complaint about any aspect of (coach/consultant's) services, please raise the complaint as soon as possible with (coach/consultant).  This will help us to follow-up your complaint quickly and effectively.

(Coach/consultant) will provide you with a written confirmation of action in response to your complaint within 14 days of receipt. 

Contact If you have any comments or queries about any service provided by (coach/consultant), please do contact (coach/consultant) directly.  We will be pleased to hear from you.  Thank you.


[NB This document is provided for illustration purposes only and Nick Wright holds no responsibility for any liabilities incurred as a result of using it]