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Expérience Jamaïque (“EJ”) Customer Service Policy

Expérience Jamaïque (“EJ”) Customer Service Policy

Purpose

We believe that our customers are our highest priority. A customer is anyone with whom Experience Jamaïque (EJ) does business with - sellers, buyers, partners, visitors to our site and the general public that asks for information.

 Every customer is entitled to:

  • A high standard of service.
  • Be listened to when they comment or complain about a product or service.
  • A sensitive response to their needs.
  • A rapid response to their complaints.
  • A courteous response to their inquiries.
  • Be consulted to learn their views on the services they receive.
  • Have a clear and accessible complaints procedure.

 CUSTOMER CONTACT AND COMPLAINTS PROCEDURES

 Dealing with Customer Contacts

EJ has a customer contact procedure to help customers comment on the services and to provide guidance to the EJ staff on how to deal with customer contacts. The primary customer support email address is [email protected]  Customers may use this email address to:

  • ask questions about a service or product·
  • make comments on a service or product·
  • share compliments on a service or product·
  • make complaints about a service or product.

Access to the Procedure

An EJ customer contact form is available to anyone seeking, receiving or affected by the services provided by EJ, or to anyone acting on their behalf.

EJ customer contact form and other helpful advice are available by email at www.experiencejamaique.com and our primary email address is [email protected]  

CUSTOMER CONTACT PROCEDURE

a. Questions

 Every effort is made to deal with customers’ questions as quickly as possible upon receipt. Queries via email will first receive an immediate response from EJ’s personalized auto-reply service, acknowledging receipt of the customers email. An actual response responding to the query is sent within 24 hours during the working week and 72 hours on weekends.

 If you are not satisfied with the response you have been given, you may request someone else to assist you. If your query cannot be resolved right away, your contact information may be requested so that someone may contact you directly by phone to resolve the situation.

 b. Comments

EJ aims to respond to all customers’ comments.  Often comments are statements that may not require a response. If they do require a response EJ will ensure that they are dealt with quickly and within the Customer Care guidelines and normal service procedures. Your comment will be acknowledged if it is directed to EJ. However, comments left on our Social Media portals, such as Facebook or Twitter may not elicit responses unless they are about customer service issues. 

c. Compliments

EJ appreciates satisfied customers who take the time to compliment EJ on its service. As such we will make every endeavor to send an acknowledgement and/or indication of what action has been taken as a result. For example that thanks and appreciation has been passed on to the staff who provided the service concerned.

d. Complaints

A complaint is an expression of dissatisfaction made about the standard of service, actions or lack of action by EJ, its employees, sellers, partners, another buyer or any stakeholder affecting an individual customer or group of customers.

A complaint does not include:-

• Requests for service·

• Requests for information or explanation of EJ’s policy or practice

COMPLAINTS PROCEDURE

EJ’s Complaints Procedure has three stages which are outlined below. Regular monitoring reports are prepared for information and to ensure that any necessary action is taken.

Stage 1 – At the point of service delivery

The initial point of service delivery is our website at www.experiencejamaique.com.  Complaints are normally sent via email or EJ’s contact form. This means that the complaint will normally be received quickly and you will receive a response in relation to your complaint from an EJ representative within the 24-72 hour timeframe. EJ aims to address all issues as quickly as possible. Where such complaints cannot be addressed within a 24-72 hour timeframe a representative will provide you with a detailed response and solution guideline outlining how and the time frame for the issue to be rectified. 

Stage 2 – within relevant department (online gallery, marketplace)

Some complaints are specific to certain functions and may be passed along to that functional area for speedy handling. Prior to providing a general Stage 1 response, an assessment must be made to determine if further investigation is required.

The complaint will then be investigated fully and objectively by the department concerned or an appropriate person nominated to do so. You will be told who is dealing with your complaint, kept informed about progress and action being taken if the matter is likely to take more than a few days.

Stage 3 – by the Managing Director

If for any reason you are dissatisfied with the way your complaint was dealt with in Stages 1 and 2, it will be reviewed by the Managing Director (MD). The MD, or an appropriate person nominated, will review the complaint and act accordingly. The customer will be kept informed of action taken, who is responsible and when a response can be expected.

You, the customer will be informed in writing of the outcome of the complaint. Where there are unavoidable delays (i.e. staff holidays, sickness etc.) you will be informed of these and of the revised timetable.  The MD’s resolution is final.

Customer Care Standards – replying in writing

Customer queries will be acknowledged within 24-72 hours written replies will be completed and posted within 5 working days. Emails will normally be acknowledged within 1 working day (24 hours during week days, 72 hours during weekends), with a full reply in 5 working days. If a reply cannot be sent within that timeframe, an update letter/e-mail will be sent, within 5 working days, explaining the delay and indicating when a full reply will be received. You may also receive an update via email.

Monitoring Customer Feedback, Complaints and Compliments

All electronic or written complaints, and their outcomes, will be recorded in an appropriate manner, so that records can be subsequently analyzed. If your email our customer support channels it is probable and likely that your email will be recorded and kept on file.  These recordings and emails will be subject to EJ’s privacy policy.

We will from time to time monitor the following:

  • number and nature of complaints relating to each service
  • dates of receipt and dates of responses
  • number of complaints dealt with at stages one, two and three
  • performance in meeting the timescale set out for each stage of the procedure
  • time spent on dealing with complaints at stages two and three
  • outcome of complaints at each stage, i.e. upheld, not upheld, unresolved
  • level of customer satisfaction with the way EJ has handled their complaint
  • details of the complainant to enable monitoring under equalities legislation

EJ use of complaints information: 

  • as an opportunity to find out about customers’ problems and dissatisfaction·
  • as a means of measuring the quality of services provided and customer satisfaction
  • to improve the services provided and to identify gaps
  • to improve relationships with customers

Billing Issues

  1. Once a billing issue has been brought to our attention we will act promptly to investigate and resolve it. 
  2. Our goal is to alleviate any stress and inconvenience so billing issues will be made a priority in our support queue. 
  3. If it becomes clear that we have made an error in billing EJ will promptly credit your account.

March 2016