customer focussed principles

Galleria is committed to customer focussed principles designed to ensure our software is supported with all reasonable endeavours to deliver the highest levels of customer satisfaction with both product and service.

This is achieved through :

• Promoting a customer service lead culture
• Consistently seeking to add value to our customers
• Managing our customer's expectations to maximise satisfaction
• Working cooperatively with other business partners for the benefit of our customers
• Endeavouring to exceed customer expectations and honouring all commitments made to customers
• Continually monitoring our customer service (internally & externally) and implementing beneficial improvements
• Providing employees with the extra skills and information they need to deliver good customer service.

Managers and team leaders are responsible for :

• Promoting and developing a customer service culture within their teams
• Ensuring employees are managing customers' expectations to achieve high levels of customer satisfaction
• Ensuring customers are dealt with in a fair, positive professional and courteous manner
• Ensuring necessary steps are taken to prevent similar complaints from re-occurring
• Ensuring there are mechanisms and working practices in place to track customer feedback for continuous improvement
• Providing supervision, instruction and training to ensure employees are providing targeted high levels of customer service.