Introduction
This document formally describes the N.O. Cakes R Better (NCRB) commitment to customers. The goal of NCRB is to deliver service excellence in all aspects of our business. This Charter covers each of those areas and states clearly the service levels my customers can expect.
Making Contact with Customer Service
For advice, information or help with any orders or queries related to the services NCRB provides, customers can contact me by phone, email or by post. Queries ar elogged and prioritised. Where a query being made cannot be dealth with immediately, NCRB will keep customers informed in relations to the progress being made in dealing with the enquiry.
In keeping with many other companies taking telephoned orders, complaints or enquiries from customers, or indeed originating calls, a proportion of calls are monitored to ensure that my customers are getting the standard of service they are entitle to expect. This allows me to identify and review policies and procedures to ensure customers are getting the best service possible. You should therefore be aware that calls made to me or that I make to you may be monitored by myself and/or an external arbitrator.
Hours of Service
By phone: 10 - 6pm Mon - Fri
10 - 2pm Sat
By email: 24 hours
By post: Please call for address details
Telephone and Internet Services
I endeavour to keep my telephone and internet service fully operational 95% of the time, allowing for routine maintenance and system upgrades.
Fees and Charges
I am committed to pricing my services at a competitive rate that promotes affordability whilst ensuring the financial integrity of NCRB is maintained.
Invoicing and Payment Processing
NCRB ensures that customer invoices are clear and accurate and that payments received by the company are posted to the customer's account in a timely manner. Invoices will state clearly the current balance and payment options available. All payments will be acknowledged either by an electronic or paper receipt.
Invoices will be posted or emailed to customers at least 10 days before payment due date. A receipt will then be issued at the point of payment, which must be within 7 days before the cake is required. Cakes ordered with less than 7 days remaining before the cake is required will incur a small surcharge of £25.00.
All payments must be made in cash, via Paypal or by cheque with a valid cheque guarantee card. N.B. Cheques must clear prior to the release of the order.
where quality counts
Communication Network Integrity
The telephone, website and email network is regularly monitored and managed and every effort is made to minimise the interruptions to service. Routine maintenance will be undertaken from time to time and in the event that a significant part of the network requires maintenance at any one time, every effort will be made to inform registered customers in advance.
