Support and Customer Service Policy

1. Purpose

The purpose of this policy is to outline the standards and procedures for providing support and customer service. Our goal is to ensure that all customers receive timely, respectful, and effective assistance.

2. Scope

This policy applies to all employees and departments involved in customer support, whether through phone, email, chat, in-person, or any other communication channel.

3. Customer Service Standards

We are committed to:

• Responding to enquiries within 24 hours (business days).
• Providing clear, accurate, and complete information.
• Resolving issues efficiently and professionally.
• Treating customers and cleaners with courtesy, respect, and empathy.
• Maintaining confidentiality and protecting customer data.

4. Support Channels

Customers can reach us through the following channels:

• Email: info@eutopiacleaning.com
• Phone: ………..
• WhatsAPP Chat: from 9 AM to 5 PM (Mon–Fri).
• Help Center: Self-service articles and FAQs.

5. Response Times

6. Escalation Procedure

If an issue cannot be resolved at the initial level:

1. It will be escalated to the Board of Directors
2. Critical issues may involve the company’s executive team for resolution.

7. Customer Feedback

We encourage feedback through surveys, reviews, and direct communication. All feedback is reviewed to improve service quality.

8. Training and Monitoring

All support staff will undergo regular training and performance reviews to maintain service quality and knowledge.

9. Policy Review

This policy is reviewed annually and updated as needed to reflect changes in technology, customer expectations, or company strategy.

10. Complaints

Please email info@eutopiacleaning.com

We will get back to you within 24 hours with a response and 5 working days for a resolution