The Vinyl Guystrives for excellence and professionalism in providing customer service,

both inside and outside the organization, within the limits of available, well-managed resources.To accomplish this mission, we agree upon these values:

Anticipating the needs of our customers and planning accordingly

Greeting our customers promptly, cheerfully and respectfully

Listening carefully and giving full consideration to the requests and concerns

of ourcustomers

Communicating honestly, courteously and knowledgeably

Providing follow-through for our customers promptly, responsibly and efficiently

Serving with pride, commitment, and with high ethical standards.

Respecting the individual and encouraging participation

Policy Statement

It is the Vinyl Guys’s policy and responsibility to provide excellent service to the public.

Customer feedback helps us measure whether our services are meeting public needs and

expectations. It also helps us identify problems that need to be solved. High quality customer

service depends on customer feedback. While praise is always welcome, constructive criticism istruly helpful in the long run.

The purpose of this policy is to establish uniform standards and

procedures for responding to

customer feedback, thus making sure

those responses

are timely and that issues do not “fall

through the cracks.” The policy strives to treat every interaction with the public as an opportunity

to produce a satisfied customer,

or at least one who feels that he or she was listened to and

taken seriously, even if it was not possible to meet his or her request.

Customer feedback comes to the Vinyl Guy

in many ways. This policy outlines a

procedure for responding to complaints, requests for service and questions that come to the

The Vinyl Guys Office through a customer visit, call, letter or email. Departments are

expected to use similar standards and procedures for the complaints, requests and questions that

come directly to the department and not through the Vinyl Guy Office. The policy is not intended to cover:

•

Complaints about the performance of specific employees, which

are handled by the

department manager in conjunction with

the Shop Owner.

•

Claims for

damages, which are to be filed with the

Vinyl Guys Insurance carrier.

Response Standards

When possible, complaints, questions and requests for service should be resolved in “real time”

on the same day they arrive. However, in many instances, referral and follow-up are necessary

in order to fully understand and resolve the issue. In such instances, the following standards for

acknowledgement and resolution should be followed.