A Modern & Efficient Tech Company: Improving Customer Service

Preface

This policy consists of three parts:

Part 1: Commitment to Customers

Part 2: Guidance for Our Workforce

Part 3: Customer Service Standards

Customer Service Policy – Part 1: Commitment to Customers

1.1 Policy Statement

AquaBytes Technologies Ltd is committed to embedding customer service excellence into the planning, resourcing, and delivery of all services. We ensure all customers—across our diverse community—access consistent, high-quality service, leveraging both traditional and digital means of communication.

1.2 Guiding Principles

When customers contact us, we will:

• Identify ourselves
• Be helpful and courteous
• Be professional and positive
• Be well-informed and responsive
• Listen actively and respond effectively
• Be fair and support individual needs

1.3 Why We Need Customer Service Standards

We set standards as a minimum expectation to ensure consistent service. Individual departments may implement additional service-specific targets. These standards help drive efficiency, ensure performance monitoring, and support AquaBytes Technologies Ltd's overall mission.

1.4 Contacting AquaBytes Technologies Ltd

Customers may reach us via digital channels, phone, face-to-face, or letter. Each channel has its specific commitments and timelines outlined below:

Digital

• Acknowledge emails and website queries within 24 hours (Mon–Fri)
• Guarantee full responses within 10 working days
• Respond in the language and format of the original query

Telephone

• Answer calls within 30 seconds
• Support multilingual needs where required
• Provide alternatives like translation services where needed

Face-to-Face

• Greet visitors within 5 minutes of arrival
• Provide interpretation or sign language where necessary
• Offer appointments where appropriate

Letter

• Respond within 10 working days
• Accommodate needs for visual impairments (e.g., Braille or large print)

1.5 Measuring Success

Performance is monitored through assessments, customer feedback, and reviews by AquaBytes executive teams. Insights are used to improve and adapt the policy.

1.6 Expectations from Customers

We ask customers to treat employees with respect. Aggressive or abusive behaviour will not be tolerated and may be reported to the authorities. All interactions should remain respectful and productive.

Customer Service Policy – Part 2: Guidance for Our Workforce

2.1 Policy Development

In designing this policy, we aimed to:

• Set measurable, customer-focused standards
• Clearly define employee behaviour expectations
• Align with legal frameworks and inclusive practices

2.2 Definition of Customers

Customers include anyone interacting with AquaBytes—residents, businesses, partners, and service representatives. Commissioned providers must adhere to our standards.

2.3 What Customers Want

Customers expect timely, accessible, and result-oriented interactions, regardless of contact method.

2.4 Importance of Customer Service

Customer service excellence reflects our professionalism, inclusivity, and dedication to service delivery. It includes:

• Clear, friendly communication
• Respect for diversity and individual needs
• Providing choices and helpful information

2.5 General Principles for Staff

• Use tact and diplomacy
• Listen and respond clearly
• Follow through and maintain transparency

2.6 to 2.12 – Handling Communications

This includes digital, phone, in-person, and written contact. Each medium has specific behavioural expectations and turnaround times. Key examples include:

• Voicemail responses within 24 hours
• Email acknowledgment within 24 hours
• Letters responded to within 10 working days
• Face-to-face support offered with dignity and privacy

2.13 Service Standards

Departments report on service metrics to ensure consistency across AquaBytes Technologies Ltd.

2.14 Performance Management

Customer service delivery will be evaluated as part of annual appraisals and departmental reviews.

2.15 Further Information

• Customer Services Team, AquaBytes Technologies Ltd
• Email: contact@aquabytestechnologies.com.ng
• Alt Email: contact.aquabytes@gmail.com
• Website: www.aquabytestechnologies.com.ng
• Phone: 08030591740, 08055554435, 08032108576

Customer Service Policy – Part 3: Customer Service Standards

Our standards define the expected level of service delivery and support accountability. These are:

• Customer inquiries should be addressed at first contact whenever possible
• Response timelines should be tracked and met across all communication channels
• Performance should be monitored and shared with stakeholders regularly
• Service quality must reflect AquaBytes’ values: integrity, excellence, and innovation

These standards are embedded in training, operations, and evaluations to ensure we remain a top-tier tech service provider.