Customer Service Policy
CUSTOMER SERVICE POLICY
Think Kids, LLC strives for excellence and professionalism in providing customer service, both inside and outside the organization, within the limits of available, well-managed resources.
To accomplish this mission, we agree upon these values:
- Anticipating the needs of our customers and planning accordingly.
- Listening carefully and considering the requests and concerns of our customers.
- Communicating honestly, courteously, and knowledgeably.
- Providing follow-through for our customers promptly, responsibly, and efficiently.
- Serving with pride, commitment, and with high ethical standards.
Policy Statement
It is Think Kids, LLC policy and responsibility to provide excellent service to our customers. Our customer feedback helps us measure whether our services are meeting the needs and expectations. It also helps us identify any problems that need to be solved. We depend on customer feedback to offer our high-quality service. While praise is always welcome, constructive criticism is appreciated in the long run. The purpose of this policy is to establish standards and procedures for responding to customer feedback, thus making sure those responses are timely and that issues are not ignored or forgotten. The policy strives to treat every interaction as an opportunity to produce a satisfied customer, or at least one who feels that they were listened to and taken seriously, even if it was not possible to meet his or her request. This policy outlines a procedure for responding to complaints and questions we receive via phone or email.
Response Standards
When possible, complaints, questions and requests should be resolved in “real time” on the same day they arrive. However, in many instances, referral and follow-up are necessary to fully understand and resolve the issue. In such instances, the following standards for acknowledgement and resolution should be followed.
Acknowledgement
- All complaints, questions and requests should be acknowledged within one business day.
- This acknowledgement should note the person to whom the issue has been referred and when the customer can expect a response.
- If the customer feedback is delivered by e-mail, the acknowledgement should be given by email.
- If the customer feedback is delivered by postal mail the acknowledgement should be sent via telephone, postal mail, or e-mail, whichever is appropriate.
- For written acknowledgements, templates with standard language should be used to minimize staff processing time.
Resolution
- A substantive response should be provided within seven business days
- This response should include Think Kids, LLC analysis of the issue and the proposed resolution. Clear reasons should be given if it is not possible for Think Kids, LLC to accommodate the customer’s request.
- If a resolution is not possible within seven business days, the customer should be notified and given the date by which they can expect a response.
- The resolution can be communicated to the customer verbally, by e-mail, phone or by postal mail, depending on the communication method most appropriate to the situation
Response Procedure
- When customers send e-mail, call, or send postal mail to Think Kids, LLC with complaints, questions, and requests for service, the Think Kids, LLC Customer Service will send an acknowledgment e-mail (or postcard) within one business day.
- If Customer Service can answer the question or resolve the issue right away without referral, it will do so and let the customer know. In such instances, a separate acknowledgement is not necessary.
- Also, within the first business day, Think Kids, LLC Customer Service will forward the item to the appropriate department for response, noting the expected resolution date.
- The department receiving the referral is responsible for resolving the issue per the above standards.
Contact Information for Requests or Complaints
Customer Service E-mail- customerservice@thinkkidsstore.com
Phone Number- (716) 671-2934
Address- 65 Sebring DR, Depew, NY 14043