Diva Alex Customer Service Policy

**1. Purpose**

At Diva Alex, we strive to provide outstanding service and support to all our customers. Our customer service policy is designed to ensure every customer receives consistent, courteous, and professional service that aligns with our commitment to quality.

 

 **2. Scope**

This policy applies to all Diva Alex customer service representatives and anyone who interacts with customers on behalf of the company. It governs all channels of communication, including in-store, online, social media, phone, and email.

 

**3. Core Values**

- **Respect**: Treat every customer with dignity and kindness.
- **Responsiveness**: Address inquiries and issues promptly.
- **Empathy**: Understand and meet the needs of our customers.
- **Transparency**: Provide clear and honest information about products, services, and policies.
- **Quality**: Ensure all products and services meet high standards.

 

**4. Response Times**

- **Email**: All customer inquiries should be acknowledged within 24 hours.
- **Phone**: Calls should be answered within three rings. If missed, return calls within the same business day.
- **Social Media**: Respond to comments or direct messages within 12 hours.
- **Live Chat**: Provide immediate responses during business hours and no longer than 5 minutes wait time outside peak hours.

 

 **5. Returns & Exchanges**

- **Eligibility**: Customers may return or exchange after contact with customer service
- **Conditions**: Returned items must be in their original condition and packaging.
- **Process**: Return requests will be processed within 5 business days, and refunds issued within 7 business days.

 

**6. Handling Complaints**

- **Listening First**: Ensure the customer feels heard. Allow them to explain the issue fully.
- **Resolve Promptly**: Aim to resolve complaints during the first point of contact when possible.
- **Escalation**: If an issue cannot be resolved immediately, escalate it to a manager. The manager will follow up within 24 hours.
- **Follow-Up**: After resolution, follow up with the customer within 48 hours to ensure satisfaction.

 

 **7. Training & Development**

All Diva Alex customer service representatives will undergo regular training to ensure they are equipped with the knowledge and skills necessary to handle customer queries and resolve issues effectively. Training will cover:
- Product knowledge
- Customer interaction skills
- Handling difficult customers
- Company policies and procedures

**8. Confidentiality**
All customer information will be handled with the highest level of confidentiality. Personal data will only be used to fulfill orders or improve the customer experience and will never be shared without customer consent.

**9. Feedback**
We value customer feedback as it helps us improve. Customers are encouraged to leave feedback through our website, social media channels, or by email. All feedback will be reviewed, and necessary improvements will be made.

 **10. Continuous Improvement**
We are committed to regularly reviewing and updating our customer service policy to ensure it meets the needs of our customers and aligns with industry standards. We will use customer feedback, team input, and performance metrics to drive ongoing improvements.