learninghorizons.ie

Learning Horizon's Customer Service Charter

The following sets out our commitment and the standards of service we aim to provide for all our customers.

This charter applies to everyone who has contact with Learning Horizons:

• Colleagues
• Primary and Post-Primary Teachers
• Parents
• Other Educational Companies
• Psychologists
• Speech and Language Therapists
• Members of the public
• Other organisations

Mission Statement

Learning Horizons seeks to become the best cutting edge publisher and creator of educational programmes of the highest quality and innovation assisting teachers in providing children with the knowledge, skills and confidence to fulfil their individual potential, so that children everywhere can lead the lives of their choice.

Our commitment

As Learning Horizons we are committed to:

• maintaining a professional manner
• using plain or easy to understand language
• being courteous and helpful
• listening carefully
• providing clear and accurate information
• responding to enquiries and requests promptly
• being transparent and accountable
• apologising if we make a mistake
• being sensitive to special needs
• being accessible

Our service standards

We aim to:

• answer all telephone calls within 4 rings
• where telephone calls are more complex, arrange to call you when we have the relevant information
• send out DVDS, flyers, catalogues and other information within two days
• respond to letters and emails within 3 working days
• keep you informed if we cannot answer your enquiry or request immediately
• despatch our educational programme within 4 working days of receiving an order ( and let you know by phone if it will take longer)
• respond to feedback and complaints
• When we talk, write or phone, inside and outside the organisation, we will present messages and documents in a clear, straightforward and concise way, with the reader or listener in mind.

You can help us by

• giving us all the information we need to help you
• letting us know if you have any special needs
• telling us how we can improve our services
• asking us to explain anything you are not sure of