TACTICAL RADIO GEAR, LLC strives for excellence and professionalism in providing customer service, both inside and outside the organization, within the limits of available, well-managed resources. 

 

Policy Statement 

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It is TACTICAL RADIO GEAR, LLC policy and responsibility to provide excellent service. Customer feedback helps us measure whether our services are meeting the customers’ needs and expectations.  It also helps us identify problems that need to be solved.  High quality customer service depends on customer feedback.  

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The purpose of this policy is to establish uniform standards and procedures for responding to customer feedback, thus making sure those responses are timely. The policy strives to treat every interaction with the customer as an opportunity to produce a satisfied customer, or at least one who feels that he or she was listened to and taken seriously, even if it was not possible to meet his or her request. 

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Response Standards

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 When possible, complaints, questions and requests for service should be resolved in “real time” on the same day they arrive.  However, in many instances, referral and follow-up are necessary in order to fully understand and resolve the issue.  In such instances, the following standards for acknowledgement and resolution should be followed. 

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Acknowledgement:

All complaints, questions and requests for service should be acknowledged within one business day.   

• This acknowledgement should note the person to whom the issue has been referred and when the customer can expect a response.   

• This acknowledgement should be given verbally during the call or visit.   

• If the customer feedback is delivered by email, the acknowledgement should be given by email.   

 

Resolution 

• A substantive response should be provided within 48 Hours.  

• This response should include TACTICAL RADIO GEAR, LLC analysis of the issue and the proposed resolution.  Clear reasons should be given if it is not possible for TACTICAL RADIO GEAR, LLC to accommodate the customer’s request. 

• If a resolution is not possible within 48 Hours, the customer should be notified and given the date by which they can expect a response. 

• The resolution can be communicated to the customer verbally, by e-mail or by postal mail, depending on the communication method most appropriate to the situation. 

 

Response Procedure 

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 Calls to TACTICAL RADIO GEAR, LLC Office.

• When a customer calls TACTICAL RADIO GEAR, LLC Office with a complaint, question, or request for service, the issue should be resolved immediately! If immediate resolution is not possible, the Office will take down the necessary information and let the customer know when and from whom they can expect a response.   

• The department receiving the referral is responsible for resolving the issue per the above standards. 

 

E-mails or Postal Letters

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• When customers send email (or postal mail) to the Gymnastics Center Office with complaints, questions, and requests for service, TACTICAL RADIO GEAR, LLC Office will send an acknowledgment email within one business day. 

• If TACTICAL RADIO GEAR, LLC is able to answer the question or resolve the issue right away without referral, it will do so and let the customer know.  

 

Additional Comments 

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 Since customers do not always know to whom to direct their concerns, any staff member answering the phone is called upon to be a customer service agent. When transferring a caller, staff should always take the caller’s number so that they can call back if need be.