Customer Service Policy

Purpose

The purpose of this Customer Service Policy is to establish customer service practices that:

• Provide a consistently high level of service to our customers
• Enable individuals who meet eligibility requirements to achieve and maintain certification
• Enhance our reputation as the certification organization of choice for Erosion and Sediment Control and Storm Water Quality professionals

Commitment to Customers

CPESC, Inc. is dedicated to serving our customers in a manner that:

• Satisfies the customer's needs
• Follows CPESC, Inc. policies and procedures
• Is consistent with our stated mission

Customer Groups

CPESC, Inc. serves the following customer groups:

• Internal customers (applicants and registrants)
• External customers (potential registrants, general public, consultants, contractors, elected officials, news media, private organizations, and public organizations)

Customer Relations

Methods of contact include: direct contact, correspondence (written letter, facsimile, email) and telephone.

Direct Contact

• Customers will be greeted promptly, in a courteous, professional manner.
• Customers will be given our full attention.
• When contacting customers in the field or in public meetings, staff will conduct themselves in a professional manner.
• When appropriate, written responses will be provided.

Correspondence

• Letters and email will be written in a courteous, professional manner.
• A name and telephone number will be included in written correspondence to customers.
• Inquiries and requests requiring a written response will be answered in a prompt, timely manner.
• Interim letters will be prepared when additional time is required for investigation of an inquiry or request.

Telephone Contact

• The telephone will be answered promptly.
• When answering the telephone, we will speak in a courteous manner.
• Staff will be properly trained on how to answer the telephone.
• Calls will be directed to appropriate staff for handling.
• Every effort will be made to avoid unnecessary transfers.
• Staff will return calls, normally, within the day the call was received.
• Current directories will be available for assisting callers.
• Each staff member will let other staff members know when leaving or returning to the office.
• Each staff member will keep other staff members informed of their schedule.

Customer Requirements

The frequency and nature of telephone calls, incoming letters, and one-on-one meetings provides feedback from customers. This information allows CPESC, Inc. to determine valid requirements and expectations of customers.

We believe that our customers expect us to:

• Demonstrate sensitivity
• Provide clear and concise responses in a timely manner
• Be receptive to their needs/input
• Work in a cost effective manner
• Produce cost effective ideas
• Demonstrate reliability by fulfilling commitments and meeting schedules
• Strive for consistency

Customer Satisfaction

Customer satisfaction will be measured using:

• Inquiries
• Media perception
• Follow-up calls/contacts
• Meetings and conferences

Policies, Procedures and Technology

We will strive to provide the best possible customer service by establishing office procedures that:

• Give high priority to dealing with customers
• Inform and empower staff
• Improve internal communication
• Promote uniformity and consistency in the administration of policies and procedures
• Use new technology to provide the best responses to customers
• Review organizational policies and procedures to meet customer needs
• Provide web access to policies and procedures

Customer Service and Job Skills

Recognizing the need to educate staff and provide the best possible service to our customers, we will:

• Train staff who have contact with customers
• Introduce customer service concepts during orientation of new employees
• Provide continuous job skill training
• Stress our customer service policy
• Routinely evaluate our system and individual employees
• Promote information exchange between staff

Inquiry Tracking and Resolution

CPESC, Inc. is committed to resolving inquiries in the most efficient and timely manner. Inquiry tracking and resolution will include the following information:

• Date of contact
• Individual or group making the contact (address and/or telephone)
• Nature of inquiry
• Staff person assigned to resolve the issue
• Action taken
• Date closed