American Red Cross of Central Florida 

12 Commitments to Customer Service

Customer Service. Second to None.

Health, Safety and Community Services sells the highest quality products and offers its customers the largest selection - but it all comes down to customer service. As the American Red Cross of Central Florida grows, we have adopted One Vision: to provide the best customer service to every company we serve. That's why we have developed these 12 Commitments to Customer Service. We want to make every customer a Health, Safety and Community Services customer. We also want to establish long-term relationships with our customers that will benefit everyone for years to come. These 12 Commitments are a set of guidelines for Health, Safety and Community Services associates and a promise to our customers.

Our Commitment to Customer Service

1. Keep your promises. If you say you are going to do something, do it. Whenever there is a change beyond your control, communicate that to the customer as soon as possible. This will save time and money for both our customers and us.

2. Put customers first. Our goal is to be the best in customer service, and putting customers needs first is the only way in which this can be accomplished.

3. Have a service attitude. Listen closely, say 'thank you' smile and be genuine. After all, our customers are the reason for our businesses' existence.

4. Provide solutions. Remember that our intention is to provide customers with answers to their questions and solutions to their problems, not just to provide products and services.

5. Provide prompt credit. Each customer should receive their credit within 48 hours of the agreement to provide one.

6. Provide emergency service. A Health, Safety and Community Services contact should be available for every customer 24 hours a day, 7 days a week, 365 days a year.

7. Alert short orders. Calling ahead helps the customer to plan, and avoids the annoyance and expense associated with an unexpected short order delivery.

8. Return calls promptly. A customer should receive a response within 60 minutes of their call, 100% of the time. No exceptions.

9. Provide personal service. Make sure a person, rather than a recording, greets every customer when they place a telephone call to your location during regular business hours. It only makes sense to build on, and maintain the relationships that are a fundamental part of selling.

10. Provide 24 hour service. Have a method available - such as fax, email or voicemail - to take orders 24 hours a day.

11. Provide assistance. If a location has a sale for a product, but does not have the product in stock, another branch that does have the product should always furnish it to the requesting one.

12. Treat everyone equally. The above commitments apply to all of our customers, not just the ones at the American Red Cross of Central Florida.

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Headquarters: 5 North Bumby Avenue, Orlando, Florida 32803 Phone: (407) 894-4141

Copyright 2008. The American National Red Cross. All Rights Reserved.