Customer Service Charter

Customer Service Charter

• Alliance is focused on delivering excellence; we will be the best at everything we do and will be recognized for having the best people, providing the best products and services at the best prices.

• Dedicated Client Services Manager
• Enabling customers to contact us in the way they prefer – by telephone, email, online, in writing or in person;
• Enabling customers who speak a language such as English and Cantonese to report any faults or service difficulties;
• All the telephone calls, emails and online enquiries are answered the same day
• Answer all telephone calls within 4 rings
• “If Alliance fails to deliver on any aspect of the customer service charter. HK$100 will be donated to the registered charity of your choice.”

• Any person that is less than 100% satisfied with the service provided by the Alliance will be seen as a complaint and the enquiry will be elevated to the highest levels within the organization.
• Dealing with customers concerns or complaints promptly, fairly, completely and courteously, informing them of how we propose to act and how long it should take. (Customer Complaint Form)

• Protecting customers personal information (including phone calls and other communications) from misuse and loss and from unauthorized access, modification or disclosure;
• Providing customers with access to their personal information that we have on record and taking reasonable steps to keep their details accurate and up-to-date;
• Not contacting customers for marketing purposes if they tell us they do not wish to receive such contact from Alliance.