The policy of the Fiona Henderson School of Dance (FHSD) is to provide and maintain the best possible service to our pupils, teachers and the public. We take pride in providing a professional service whilst inspiring to the highest level of trust.
Staff will be professional at all times and show:
This Customer Service Policy applies to all permanent, temporary, freelance and casual employees or workers of FHSD.
The teacher / organisation will play its part by:
The principles and core values that we share are:
Courtesy will be shown in all circumstances, even in difficult situations where the person may not show similar courtesy in return. Staff will be courteous in their spoken words, body language and demeanour.
Where there is any doubt about the accuracy of any information, the details will be checked and validated prior to release.
Staff will look for ways to enhance the quality of service they deliver. Comments about the quality of service will be referred to the Principal.
Staff will act with integrity in all their dealings with the public.
FACE TO FACE CONTACT
We and our staff will be committed to:
WHAT IS MEANT BY A COMPLAINT?
A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the dance school or its employees affecting an individual person or group of people who are receiving a service.
A complaint does not include: -
Stage 1 – At the point of service delivery
The FHSD staff member receives the initial approach from the complainant and attempts to resolve their concerns to the best of their ability and to the complainant’s satisfaction.
Employed teachers or individuals will pass any issues raised to the Principal. It is important to respond properly, fairly and consistently when a complaint is made. The Complaints Procedure will assist with this.
When a complaint has been dealt with quickly and fairly, the complainant feels they have been listened to and understood. Just as importantly, knowing how and why things have gone wrong is valuable information in helping us to improve our services, and make best use of our resources.
All complaints made must be reported to the Principal.
Individuals should aim to settle complaints quickly and amicably. However, complainants who are still not satisfied after Stage 1 must be referred to Stage 2 of the Complaints Procedure.
Stage 2 – by the Principal / Manager
In Stage 2, the complaint will be investigated fully and objectively by the Principal. The complainant should be informed as to who is dealing with their complaint, kept informed about progress and action being taken if the review of the complaint is likely to take more than a few days.
A written reply must be sent to the complainant within 10 working days of the request for their complaint to be investigated.
In complex cases, the complaint may take longer than 10 working days to investigate, but the complainant must still be notified in writing of progress to date, the reason for the delay and the revised timescale, within those 10 working days.
Moving on from a complaint
When a complaint has been found to be justified, the dance school’s objective will then be, as far as possible, to put the complainant in the position he or she would have been in had things not gone wrong. Depending on circumstances, this will usually be achieved by: ·
In some circumstances, a personal visit or other gesture, to mend damaged relationships with a complainant may be appropriate. There is no specific stage at which this approach should be taken and is at the discretion of the Principal.
What we ask of you
Ourselves or our staff should not be expected to deal with rude, abusive or threatening behaviour. If such unpleasant behaviour is encountered and cannot be calmed down, staff will politely state that they will have to terminate the contact (put the telephone down/leave the room etc.). The dance school will take appropriate action against any individuals who are abusive to staff.