Customer Service Policy

The following Customer Service Policy outlines the standards and guidelines that Road Truck Services commits to in
providing exceptional service in transport and warehousing. We strive to ensure that our customers receive
reliable, efficient, and high-quality services while building long-term relationships based on trust and
satisfaction. 

Scope

This policy applies to all employees, management, and stakeholders involved in the provision of services at
Road Truck Services. It covers our interactions with customers, including inquiries, bookings, service delivery,
and feedback management.

Commitment to Customers

At Road Truck Services, our customers are our top priority. We commit to:

Responsive Communication:

• Respond to all customer inquiries within 24 hours. For urgent matters, we aim to respond within 2 hours. 
• Ensure all communication channels (phone, email, website chat, etc.) are monitored and accessible during business hours.

Quality Service

• Provide timely transport and warehousing services in adherence to scheduled timelines.  
• Ensure our vehicles are well-maintained, and our facilities meet industry safety and health standards.

Transparent Pricing

• Offer clear and upfront pricing with no hidden costs.  
• Provide detailed quotes upon request and communicate any changes in pricing due to unforeseen
  circumstances promptly.

Customer Feedback

• Actively seek feedback through surveys, social media, and direct communication.
• Actively implement a structured process to address complaints and suggestions within 5 business
  days.

Service Standards

• Delivery Standards: Deliver goods as per agreed timelines. In case of delays, we will notify customers
  promptly with reasons and revised delivery schedules
• Packaging and Handling: Use appropriate packaging materials and techniques to ensure goods are not
  damaged during transit or storage.
• Safety and Compliance: Comply with all relevant transport and warehousing regulations in Ireland.
•  Ensure staff are trained in safe handling practices and environmental policies.

All Employees are required to:

• Uphold this Customer Service Policy in all customer interactions.
• Attend regular training to enhance customer service skills and product knowledge. 
• Treat customers with respect and professionalism at all times.

Customers have the right to:

• Be treated with courtesy and respect.
• Receive services that meet or exceed the industry standards.
• Have their inquiries and complaints addressed effectively and promptly.

Reporting Issues:

Customers may report any issues or concerns to our customer service team. All reports will be taken seriously,
investigated promptly, and resolved in a fair manner.

Policy Review:

This policy will be reviewed annually or as needed to ensure its effectiveness and relevance to our commitment
to excellent customer service.