Tiron Service Policy
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This Service Policy outlines Tiron’s commitment to delivering exceptional service to customers while ensuring clarity, accountability, and accessibility for both customer-facing and internal operations. This document serves as a guiding framework for all Tiron employees and is publicly accessible to set clear expectations for our customers.
- At Tiron, we are dedicated to offering the highest quality service to ensure customer satisfaction and trust. Our purpose is to:
● Deliver seamless and purposeful service to customers across all touchpoints.
● Treat customers with dignity, respect, and fairness while fostering clear, honest, and empathetic communication.
● Uphold accessibility standards to promote inclusivity and ensure our goods, services, and facilities are available to everyone.
● Align our practices with our core value of putting customers at the heart of our business. - This policy applies to:
● All Tiron employees, sales executives, and representatives interacting with customers, either directly or indirectly.
● Both online (website, customer support) and offline (retail store, service personnel) channels of Tiron.
Managers are responsible for:
● Ensuring compliance with this policy among their teams.
● Providing training and resources to empower staff to deliver exceptional service.
● Monitoring escalations and directly intervening to resolve customer grievances as necessary.
Purpose
Scope and Responsibility
- Our commitment to exceptional service is rooted in the following values:
1.Respect: We treat our customers with the utmost dignity and fairness, ensuring communication is always polite and empathetic.
2.Clarity: All communication with our customers will be clear, concise, and helpful, avoiding unnecessary jargon.
3.Collaboration: We work together with customers to understand and address their needs effectively.
4.Responsiveness: Timely and efficient handling of queries, complaints, and requests is our top priority.
5.Accountability: We take ownership of customer concerns and work tirelessly to resolve them to their satisfaction.
Core Values
- Tiron ensures that all customer interactions are handled professionally and with care.
This includes:
● Acknowledging requests promptly: All customer inquiries will receive a response within one business day.
● Providing accessible service: Information and communication will meet accessibility standards to accommodate all customers wherever practicable.
● Handling data responsibly: Customer data will be handled in accordance with Tiron’s Privacy Policy, ensuring confidentiality and security.
Implementation
- This section provides a clear, structured approach for handling customer interactions:
1. Acknowledgment
● Timeframe: All complaints, queries, or service requests will be acknowledged within one business day.
● Acknowledgment Details:
● Include the name of the person handling the issue.
● Provide an estimated timeframe for resolution.
● For in-person or phone interactions, verbal acknowledgment will be given during the call or visit.
● For email or postal mail, acknowledgment will be sent via email or phone call.
2. Response Procedure
● Customer service representatives will aim to resolve issues immediately whenever possible.
● If immediate resolution is not feasible:
● Representatives will document the issue and inform the customer of the next steps, including who will handle their case and the expected response time.
3. Resolution
● Substantive Response: Customers will receive a detailed response, including an analysis of their issue and the proposed resolution within the timeframe acknowledged.
● Clear Communication: If the customer’s request cannot be accommodated, clear reasons and alternatives will be provided.
● Extended Timelines: If a resolution requires more than timeframe acknowledged, the customer will be informed and provided with a specific date for the resolution.
4. Escalation
● When to Escalate: If the customer service representative cannot resolve the issue, it must be escalated to the appropriate team or manager.
● Customer Notification: The customer will be informed of the escalation, including the details of the team handling their case.
● Manager Oversight: The manager of the concerned team will oversee escalated cases to ensure timely resolution.
● Final Escalation: If the issue remains unresolved beyond the stipulated timeframe, customers may escalate the matter by contacting customercare@tironworld.com for further assistance.
5. Workflow Standards
● Customer service personnel are expected to:
● Respond promptly to all inquiries and follow up as needed.
● Document all interactions clearly for reference and quality assurance purposes.
● Be courteous and professional in all communications.
● Ensure personalized attention to every customer to provide a positive experience.
Procedure
- To ensure consistent and exceptional service, Tiron adheres to the following standards:
● Response Time: All inquiries will be responded to within 24 hours.
● Customer Satisfaction: We aim for a 100% satisfaction rate on all customer interactions.
● Data Security: All personal and client data will be handled responsibly in compliance with our Privacy Policy.
Service Standards
- For any questions, concerns, or feedback regarding this Policy, please contact us:
● Email: customercare@tironworld.com
● Phone: 18005717373
● Address: No. 325/3, GST Road, Chrompet, Bharathipuram Sub Post Office, Chrompet, Chennai - 600044
Queries and Contact Information
- Tiron reserves the right to amend this Service Policy at any time. Changes will be effective upon posting to our website. Customers are encouraged to review the Policy periodically to stay informed about any updates.
