emPSN aims to provide all members and customers with excellent customer care and expects the same from all its suppliers. The standards emPSN aim to achieve within the team are:
To answer the telephone within 20 seconds during normal working hours (9am – 5pm Monday to Friday). If a member of staff is not available their telephone should be answered by a colleague within the target time or in the rare occasion this is not possible during working hours, the call will be transferred to voicemail. We will respond to voicemail within 24 hours.
To respond to emails sent within 24 hours during normal working hours (9am-5pm Monday to Friday) and ensure that within the response provided customers are given a named contact of the member of staff dealing with the issue.
To keep a regular eye on our Twitter account. If you have any comments you wish to make, please leave us a tweet and we shall respond. Please follow us on Twitter as we regularly update our Twitter account with useful information about emPSN, our suppliers and our services.
4 Prospect Court,
To respond to any written queries within three days of receipt, resolving the issues raised if possible. If for any reason the issue cannot be resolved immediately, we will inform you of the time scale in which you can expect to receive a response and ensure that within the response provided customers are given a named contact of the member of staff dealing with the issue.
Face to Face
4 Prospect Court,
To ensure that the office building is accessible, greet visitors and introduce ourselves, respect your privacy, offering a private room for discussions, listen to you and respond to your needs, be welcoming, courteous and helpful at all times, deliver an effective service to customers with different needs. All our customers have the right to expect the same level of service. We will be careful not to make assumptions about people’s needs and will consult with them to identify their needs. We can also come out to see you if this is easier. Just get in touch.