We’re proud to be rated  gold-star gold-star gold-star gold-star gold-star by our customers. Find out why

01223 661 399
Book an appointment

We've hidden a Phonak Lyric on our website. If you find it, email us to claim a voucher for a Lyric hearing and suitability assessment!

Customer Service Policy

It is the policy of angli-EAR Hearing to choose the appropriate journey for our customers. To do this, we have created this Customer Service Policy that outlines our customer philosophy and expectations. The Customer Service Policy is a living document that will be updated as our team grows and changes. We encourage all team members to review and challenge the Customer Service Policy regularly to drive progress and improve our customer experience.

Customer interactions must be:

  • Outcome, not process driven
  • Collaborative to deliver outcomes better than our competitors
  • Ambitious. Delivering the best outcome
  • Simple and customer focussed
  • Respectful

With the customer at the heart of what we do, we will:

  • Do the right thing for our customers, our people, and wider stakeholders
  • Have the confidence to innovate and try new things
  • Embrace change to deliver the best outcome for our customers
  • Be accountable and take ownership to get things done
  • Be patient and listen to others but be call out when things aren’t working
  • Respect others and make this a great place to work for an be a customer of.
  • Ensure all our clients receive a service that leaves them feeling ‘emotionally satisfied’

Service Standards Guidelines

Telephone:

  • We will do our best to answer all calls but sometimes if we are helping other clients our calls will be forwarded to our voicemail
  • We check our voicemails regularly and return messages as quickly as we are able. This normally happens within 30 minutes, but this is not always possible

Written communication – emails and direct messages on social media:

  • Our inbox is monitored throughout the day and multiple people have access to ensure we support each other
  • We assign owners to incoming messages and respond as soon as we are able. This is normally within 30 minutes of receipt, by the clients preferred method but this is not always possible

In-Person:

  • Our COVID regulations do feel like there is more of a barrier between us and our clients, so we try to make the journey through the clinic as smooth as possible
  • We will take the time to understand the purpose of your visit and take the necessary actions whether that’s checking you in for your booked appointment, booking an appointment to see a clinician, buying an item from our stock or answering a query or concern
  • If an appropriate member of staff is available to help with your query, we will ask them to help you immediately if possible

Internal communication:

  • All of the team take ownership of any customer issues and move them to resolution. We have an internal communication tool for us to be able to share any issues we might have with our own process or products we supply and identify any trends before they become a bigger issue
  • We have regular team meetings; we meet with our supplier representatives and we challenge what we do in order to deliver the right outcome for our customers
  • We share our successes to learn and empower others and to promote recognition. When, sometimes, things don’t go so well we review what happened. We recognise we can learn and improve to make a positive impact

Complaint Handling Procedure

There will inevitably be occasions when a customer is dissatisfied with the service they have received. We aim to resolve all complaints as quickly as possible and to the customer’s satisfaction.

Our procedure for handling complaints is as follows:

  • We will log all customer complaints
  • We will contact the customer to ask questions to understand the issue and resolve. This will also help us in the future so we can use the feedback to improve what we do
  • This will also help us determine the best person to help resolve the complaint
  • We aim to be as speedy as possible in resolving a complaint but sometimes we may need time to provide a resolution to the problem. If we are unable to resolve immediately, we will acknowledge your complaint on the same day by your preferred method of communication and provide an expectation of when we hope to get back to you
  • If we are unable to get back to you within these agreed timescales, we will get back in touch to provide you with an update on our progress
  • When we come back to you with a resolution, we will check we have understood the issue and found a solution for the customer before we close the complaint and learn from the outcome
  • If the client is unhappy with the resolution, as members of BSHAA, we will provide the customer with details of their independent complaint’s resolution service

Constant Feedback Culture

Customers are the lifeblood of our company, and we wouldn’t be in business without them. We, therefore, want to maintain a client-focused culture within our company that puts customers first and values their feedback. This means learning from both customer success stories and failures.

We closely monitor our client feedback and reviews and listen to our clients. This is our most valuable tool to learn and improve from.

That is why we:

  • Do the right thing for our customers, our people, and wider stakeholders
  • Have confidence to innovate and try new things
  • Embrace change to deliver the best outcome for our customers
  • Be accountable and take ownership to get things done
  • Be patient and listen to others support and advise from learnings
  • Respect others and make this a great place to work for and be a client of

Thank you for taking the time to read this Customer Service Policy, and we hope it will be a helpful resource for you. If you have any questions or suggestions, please don’t hesitate to contact us. Thanks again.