Welcome to The Hanley

HOME » Community » Local Schools » Birches Head High School » Task One » Treating Customers Fairly

Customer needs and expectations

  • Reliability – Keep promises
  • Tangibles – Honest and clear in communication.
  • Assurance – Well-trained and knowledgeable staff.
  • Responsiveness - Prompt service delivery relevant to customer needs.
  • Empathy – Attention should be caring and individual.

Be helpful and polite to customers at all times.

Customers expectations must be met in order for the business to be successful.

Identifying customer needs

  • Listen to customers
  • Treat customers as individuals
  • Act reasonably and fairly in all our dealings with you.
  • Help choose a product that meets the customers needs.
  • Provide exceptional customer service at all times.

The Hanley holds customer forums every three months where customers have the chance to put forward their views and needs. A survey is carried out every 12-24 months to again establish the needs of the customer.

Providing information and advice

  • We need to be accurate and reliable
  • Adhere to the data protection acts and law
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