Customer Charter at Sharp Electronics (UK)

Customer Service Charter

At Sharp Electronics (UK) Ltd we aspire to provide excellent customer support that matches the quality of our products and meets the expectations of our customers. To help us in our aims we have carried out extensive research to determine which customer service factors are most important to you our customer, and we have used our findings to develop this Customer Service Charter.

The Charter effectively explains our customer service philosophy and we are now using it to drive service improvements throughout our organisation. Although we cannot expect to improve everything immediately, please be assured of our absolute commitment to the principles of this Charter:

We believe that easy access to our people and information is important to you.
/This is Why we make it easy for you to access our people, our services and information.
- Click here for contact telephone numbers
We believe that your time is precious.
/This is Why we aim to make our procedures and systems easy to understand, our processes efficient and is why we aim to address any enquiries or issues promptly and effectively with the minimum of inconvenience to you.
- For example, we normally answer 85% of calls within 30 seconds
We believe in courtesy and helpfulness.
/This is Why we ensure our people are courteous, helpful, knowledgeable and empowered. And why we ensure they are kept fully up to date with any changes to our product range, policies and procedures.
- For example, all our of operational helpline staff have to complete a series of accreditation tests that cover Sharp history, products and procedures.
We believe in fulfilling any promises made.
/This is Why we clearly specify what you can expect from the services we provide and why we constantly measure, analyse and develop our services to ensure they continue to meet your needs.
- For example, we give clear guidelines on the delivery service levels we have with our carriers.
We believe in being proactive.
/This is Why we will keep you informed of any issues we become aware of that may affect our service delivery.
- For example, we will warn you if there are any weather problems that may affect our delivery service levels.
We believe in encouraging you to report any problems to us.
/This is Why we make it easy for you to report problems and complaints.
- For example, our Contact page allows you to report any issues or complaints 24/7.
We believe that Customer Satisfaction is key to our continued success.
/This is Why we value and proactively seek your feedback to check the effectiveness of our services and to identify areas for improvement.
- For example, all customers who email us are invited to participate in a Customer Satisfaction Survey.

What do you think?

As we are the first major electronics company to produce a charter we are breaking new ground and so we would welcome your feedback as to whether the above principles accurately address your needs. Please click here to provide your thoughts.