ULSTER RUGBY : Customer Service Standards

The aim of this document is to give a clearly defined statement of intent to staff and customers regarding corporate customer care and improve departmental efficiency.

Staffing

The Ulster Rugby Reception will be staffed at all times during working hours and staff will offer a timely and courteous acknowledgement of callers.  A member of each department’s staff will be in the office at all times during regular working hours.  When it is unavoidable that the office is unmanned, calls will be forwarded to another member of staff or the relevant messages should be left on voicemail and email out of office.  On match day the Ulster Rugby Office and telephone lines will close at approximately 4pm depending on the kick off time. If match day is a Saturday/Sunday, neither the Ulster Rugby Office nor the telephone lines will be open.

Telephone/Voicemail

Telephones will be answered promptly and calls will be answered in a courteous manner.  Staff will listen to and understand the nature of the call before directing it to the most appropriate person.  If that person is unavailable or the line is engaged, the member of staff who answered the phone will provide the caller with an option to go to voicemail or leave a message rather than automatically transferring the call.  Should the caller decide to leave a telephone message – that message should be emailed to the appropriate member of staff immediately.  Staff will update their voicemail answering messages regularly with details of whether they are in the office, out at meetings or on annual leave.  If the member of staff is out of the office or on annual leave another they must refer callers to another member who can help them with their enquiry. Voicemail messages shall be checked on a 3 hourly basis – either from the office or remotely and should be acknowledged/responded to, within 24 hours on regular business days

Email
Information sent in any email correspondence from Ulster Rugby should be accurate and precise.  All staff should ensure that their emails contain a signature block, including; their name, position, telephone contact details and the standard Ulster Rugby Email Disclaimer.  Any incoming emails should received a response within 24 hours on regular business days – however if the email is urgent, a response should be sent as soon as possible.  Where a staff member is out of the office for the day or on annual leave, their Out of Office Reply will reflect that.  Use of email and Internet is subject the IRFU Ulster Branch’s Email, Internet and Security policy. 

Post/Faxes

Information sent in any correspondence should be accurate and precise  All outgoing postal correspondence by post should be formatted to Ulster Rugby standards and sent on Ulster Rugby headed paper.  All outgoing faxes should include a completed Ulster Rugby fax header.  All staff should reply to any incoming postal correspondence within 5 working days – or send an interim communication to explain the delay.

Complaints

All staff should deal with queries and complaints in a polite and courteous manner. 

If a query or complaint is made on a match night, where possible staff should deal with the matter at the time, however, if this is not possible, staff should take the relevant details and issue a response on the first working day after a match.

All complaints should be logged as per the complaints procedure, through Anne Perry of the Communications Department at Ulster Rugby. Email anne@ulsterrugby.com or telephone 028 9049 3222 ext 240