CUSTOMER SERVICE CHARTER

This Charter outlines our service commitment to you and how you can help us to provide you with a quality service. PHCC commits itself to the customer to constant and relentless improvement to services delivery. This Charter is a token of the attention the Company pays to its clients. For this reason the company monitors regularly services performance and satisfaction levels, while it is committed to a constant improvement to higher levels of customer satisfaction, service excellence and quality.

In providing our service we value:

• Meeting the needs of our clients and delighting them
• The diversity and individuality of all people regardless of race, religion, culture or ethnicity
• The professionalism of our staff
• Effective communication including your feedback on our services
• Approachability, respect, passion and resourcefulness
• Good relationships with our clients

You can expect:

• Prompt, courteous service including answering phone calls within three first rings
• Helpful, well-trained and mannered staff who will treat you with respect, confidentiality and in a culturally appropriate manner
• Fair and equitable access to our professional service and programmes
• Convenient business hours
• Prompt responses to your enquiries within 24 hours
• Prompt responses to your comments and complaints within 24 hours
• Clear and accurate information regarding solutions to addressing your needs
• Our services are information technology driven and we provide professional and ethical advisory services
• Respect to privacy of our clients and staff at all times

Help us to help you by:

• Treating other people at our business premises or other contacts with respect and courtesy whether they be customers or our own staff
• Assisting our staff to understand your requests fully by communicating your needs clearly
• Providing us with feedback on how we may improve our services, or how we can help to resolve a specific service problem
• Informing yourself of PHCC policies and rules and observing these at all times

Key products and services:

• Recruitment and selection including online jobs and electronic database
• Organisation development and change management
• Human resources development and performance management
• Banking and financial services skills development