Customer Care

Charli Jade strives for excellence and professionalism in providing customer service, both inside and outside the organization, within the limits of available, well-managed resources.
 
To accomplish this mission, we agree upon these values:
 

• Anticipating the needs of our customers and planning accordingly

• Review and give full consideration to requests and concerns of our customers

• Communicating honestly, courteously and knowledgeably

• Providing follow-through for our customers promptly, responsibly and efficiently

• Serving with pride, commitment, and with high ethical standards

• Respecting the individual and encouraging participation

 
Policy Statement
It is Charli Jade's policy and responsibility to provide excellent service to the public. Customer feedback helps us measure whether our services are meeting public needs and expectations.  It also helps us identify problems that need to be solved. High quality customer service depends on customer feedback. While praise is always welcome, constructive criticism is truly helpful in the long run.
 
Customer feedback comes to the Charli Jade in many ways. This policy outlines a procedure for responding to complaints, requests for service and questions that come to the Charli Jade through a customer call, letter or email.
 

 Response Standards
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.

Acknowledgement

• All complaints, questions and requests for service should be acknowledged within 1-2 business days

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

• If the customer feedback is delivered by phone or in person, this acknowledgement should be given verbally during the call or visit

• If the customer feedback is delivered by e-mail, the acknowledgement should be given by email

 
Resolution

• A substantive response should be provided within seven business days

• This response should include Charli Jade’s analysis of the issue and the proposed resolution

Clear reasons should be given if it is not possible for Charli Jade to accommodate the customer’s request

• If a resolution is not possible within seven business days, 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

When customers send e-mails to Charli Jade with complaints, questions, and requests for service, Charli Jade will send an acknowledgment e-mail within one business day

• Of course, if Charli Jade is able to answer the question or resolve the issue right away without referral, it will do so and let the customer know. In such instances, a separate acknowledgement email is not necessary

• Also within the first business day, Charli Jade will note the expected resolution date

 
Additional Comments
Since customers do not always know to whom to direct their concerns, you may email us with your concerns, questions, requests, and complaints

• Geni Kish                 geni@charlijade.com

• Ashley Kish             ashley@charlijade.com            

• Fawn Ayres             fawn@charlijade.com