Customer Service Policy

Customers Promise

  • We will greet our customers in a courteous and professional manner.
  • We will listen effectively to our customers’ requests and promptly take the necessary actions to assist them. We will keep our customers informed of unexpected delays in service.
  • We will inform our customers of normal process times, when they can expect completion and any delays that may arise in the process.
  • We will touch base with our customers to update them as to where we are in the process.
  • We will respond to website questions/requests within 24 hours during normal business hours.
  • We will finish our encounters with our customers in a courteous and professional way.

Voice Mail

  • We will respond to voice mails within 24 hours during normal business hours.
  • We will update our voice mail greeting, advising callers when we will be out of the office for an extended period of time.

E-mail

  • We will respond to e-mails within 24 hours during normal business hours.
  • We will update our e-mail notification message when we will be out of the office for an extended period of time 

General

  • We will make our goal to exceed the expectations of all of our customer groups.
  • We will work to anticipate the needs of those we serve by proactively working to meet their needs.
  • We will hold ourselves and each other accountable for our service commitment.
  • We will be conscious of our communication style (ie; audible voice, eye contact when speaking to someone, tone of voice) and communicate in a professional manner.
  • We will make a conscious effort to compliment coworkers when their actions comply with these standards.

 

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