Wade AMG

Customer Experience Charter

Our Customers

Our customers are very essential to our success and are the key to us remaining in business. These include:

  • Doctors
  • Importers
  • Exporters
  • Banks
  • Leasing companies
  • Insurance companies
  • Portfolio managers

Our Communication

Telephone

  • We will be available to assist you. We will call you back as soon as we get your voice message or text message.

Email

  • We will be available to assist you on email and will respond to all email communication within 1 business day.

Customer Feedback/Complaints

  • We will provide multiple platforms for clients to provide their feedback and/or complaints.
  • Once a complaint/feedback is received, we will acknowledge receipt within 24hrs.

Our Commitment

We will commit to…

… be easily accessible (telephone, email, website and social media).

∙… respond in a timely manner to ALL service inquiries, requests and complaints.

∙… be professional in our appearance and conduct.

∙… listen to any feedback raised or any complaints against poor service.

∙… treat everyone with courtesy and respect.

∙… treat all matters with diligence, honesty, integrity and fairness.

∙… give you access to clear, accurate and relevant information.

∙… communicate and give you feedback and continuous updates.

∙… always have knowledgeable, skilled and committed staff.

∙… meet and exceed our set service standards.

∙… continuously seek to improve our service.

Our Principles

Handling of Inquiries/ Service Requests

  • We will provide multiple platforms where clients can make their inquiries (email, telephone, website and social media).
  • We will clearly communicate turnaround times, as well as any conditions or prerequisites to meeting those times.
  • We will continuously update the client on progress related to the agreed upon turnaround times.
  • In the event that roadblocks or problems are encountered, we will provide the client with clear and timely explanations. As quickly as possible we will resolve any such issues.
  • Where we are unable to assist directly, we will point the client toward the best possible resolution.

Sales

  • We will research as much as we can to know our product and we will be honest about what we can and cannot do.
  • We will practice honesty, integrity and courtesy when dealing with all our clients.
  • All clients will be treated equally without favor or prejudice.
  • Each company representative will uphold our core principles and values.

Warehouse

∙We will endeavor to process and deliver the correct items ordered at all times.

∙We will ensure that all units are tested before they are dispatched.

∙All units will be accurately represented in our descriptions.

∙We will keep an updated inventory of exactly what is in the warehouse.

∙We will dispatch all orders with as much accuracy and attention to detail as required to meet client expectations.