BeeBuzz

1. BeeBuzz Customer Service Charter

2. Introduction About SIMWEN A simulated work environment that will enable the student to complete 8 of the 10 units in Certificate IV Business Administration. The student will be regarded as an "employee“ where they will be given the opportunity to learn new skills and fine tune your abilities and knowledge. The employee is expected to use relevant technology to complete their work.

3. Vision: To inspire, to learn, to create ideas and to provide a successful pathway to obtaining our employment goals. To learn the necessary tools needed to obtain our goals that we have set for ourselves and to create useful networks that will prove to be important relationships long into the future. Mission: Our mission is to learn from a simulated working environment through teamwork and working individually. To build a strong working environment that produces high performance and results. We aim to identify and solve problems in a professional and timely manner, and find ways to work faster and efficiently and more economically.

4. External Customer Service

5. External CustomersComplaints Policy Handling Complaints At SIMWEN we recognise the value of customer feedback and encourage clients to provide suggestions, compliments, concerns, and complaints in a variety of different formats. To process a complaint, employees are expected to: 1. Follow up a complaint with a phone call if a telephone number is provided.Customers will then be informed that the complaint was received, an investigation was to be conducted and letter will be sent within 3 to 4 working days, if the complaint cannot be responded to on that day.

6. External Customers Complaints Policy 2. Conduct an investigation into why the complaint was made. 3. Identify and research potential solutions and outcomes to the problem the customer is expecting and discuss with management.

7. Services Our aim is to provide our customers with the best possible service, ensuring your happiness throughout your time spent with us. When you choose to commit with SIMWEN we promise to: * Respond and assist you to fulfil your needs.* Treat you fairly and professionally at all times * Make the time you require to give any advice* Go out of our way to meet, email or call if you need to contact us* Use the feedback form to improve our services * Provide a caring environment ensuring customers feel welcome

8. Feedback • Here at BeeBuzz, we value your opinion. We would like to hear your opinions of us and the services we provide. We would also like to hear from you, any suggestions you may have to better our services. • We would also like to hear from you if you have any queries, comments or complaints! Please contact via the contact details below: • Write feedback too us … • 25 Aberdeen Street NORTHBRIDGE WA 6003 • Call customer service centre … • (08) 9427 1629 • Online services Feedback … • http://beebuzz.wikispaces.com/Customer+Feedback+Form • Email us … • jenny.williams@central.wa.edu.au or rebecca.molloy@central.wa.edu.au • We are sure that your complaints and comments will be dealt with in a professional, collected manner and look forward to hearing from you. • Your privacy will always be respected and valued after contacting BeeBuzz. • Thank you for your time

9. Responding Promptly If you feel you need to talk to someone here at SIMWEN whether that is by email, phone or post we will always make sure to contact you back as soon as possible. We aim to set high expectations of our students and we guarantee you will have had a response within five working days.We greatly appreciate your feedback and would be glad to provide any assistance. If you have any queries or suggestions please feel free to contact us.  Greeting Policy At SIMWEN we always try to build up a more personalized relationship with our customers. We want to ensure, that our customers alwaysFeel welcomed Receive a professional service Get greeted friendly with a smile Get served promptly and fair The aim of our representatives is to care for you and provide you with the most professional service in a friendly environment.

10. Policies and Procedures Deadlines • Policies and ProceduresDeadlinesExternal It is our priority to meet deadlines in order to serve our customers. Deadlines play an important role within ‘Bee buzz’ as part of the development of the newsletter and we value our cliental and in order to gain and serve our customers, we pride our self on organization.

11. Accuracy • External • As we value all customers we take the pleasure in creating informative and helpful sources of accurate information. It is essential that all customers are satisfied with the level of accuracy within the newsletter to create a valuable and reliable source of information.

12. Privacy • PrivacyExternalIt is our duty to keep our customers and cliental information confidential. This is an essential element within our service to assure that your contact information does not come into the wrong hands or is misused in anyway.To access our privacy statement see www.BeeBuzz.com/PrivacyStatement.

13. Environmental • External CustomersWe have implemented an online newsletter to reduce printing and therefore saving paper. With respect to the environment, we print with soy ink made from soybeans which are non-toxic and a renewable resource.Our newsletter is printed on recycled paper as we understand newsletters will use a lot of paper.These are just some of our initiatives to strive towards a more sustainable future. .

14. Internal Customer Service

15. Internal Customers Complaint Policy 1. Wherever possible, complaints will be resolved locally, informally and with the fewest people possible involved, to protect the reputation of the individuals involved, minimise the possibility of defamation and assist the return to a productive working relationship. 2. Managers have industrial and legal responsibility to take all reasonable steps to identify and attempt to prevent and resolve problems in the workplace. 3. Complainants and respondents may have a support person involved at every stage of the complaints resolution process, but may not have a representative make or pursue a complaint on their behalf.

16. Internal Customers Complaint Policy 4. Where the complainant is not satisfied with the outcome of the complaint, a request for review may be lodged with the management within 20 days of receipt of notification of resolution. 5. Professional Human Resource advice and support is available from HR at all stages of the process.

17. Services It is essential that we treat our customers how we would expect to be treated by others. We must: * Always have a polite manner * Ensure customers are happy and enjoy their time here at SIMWEN with us * Have patience with customers and other employees * Take in feedback, find your development areas and improve * Be willing to assist clients at all timesWe must always remember we are representing SIMWEN, therefore must present ourselves professionally and efficiently!

18. Feedback BeeBuzzvalues SIMWEN staff greatly as they guide them through their learning. In turn, we value your opinions and would like to hear any suggestions, queries, questions or comments you have via the contacts below. Email the Human Resource officers, Jenny or Rebecca … jenny.williams@central.wa.edu.aurebecca.molloy@central.wa.edu.au Call … Jenny: (08)9427 1180 Rebecca: (08) 9427 1269

19. Responding Promptly SIMWEN representatives must ensure they treat clients with respect and must be practical, not to take up too much of their time. When customers contact us we will ensure that they get seen to within five working days, whether that is via email or over the phone. Messages left must be responded to, always leave messages with clients if you can’t reach them, to ensure they are aware that we are looking after them. Feedback given to us must be responded to, a thank you template is attached, this can be sent via email or in the post. Greeting Policy Our SIMWEN representatives MUST follow our greeting policy:PhoneNever let it ring more than 4 times before picking it up Answer the phone with “SIMWEN Consulting Group, e.g. Alison speaking, how can I help you?” EmailAlways insert your full name, company name, position, phone number and address underneath your email. LetterAlways insert the SIMWEN letterhead. In PersonStand up and welcome the customer with a smile. The appearances of the SIMWEN representatives always need to be professional and well groomed.

20. Policies and ProceduresDeadlines Internal • It is a general courtesy of all employees to meet deadlines in order to produce work at a high standard in which can be received by customers at the expected date Advertisements and articles must be created prior to deadlines to avoid heavier workloads for group individuals. Deadlines must be met by the expected date otherwise as a standard procedure the code of conduct will be enforced. Bee Buzz values our customers.Seek http://www.beebuzz.com.au/deadlines.com for more information on deadline within Bee Buzz

21. Accuracy • Internal • It is essential to produce work with a high level of accuracy. Important details must be placed within the newsletter to avoid miscommunication and uninformative sources of information that is irrelevant to the topic to be used. Accuracy is a vital practice within the development stages of the newsletter to assure information is collected correctly and precise.

22. Quality and Job Responsibilities Quality • We value our clients and our target audience and in order to better serve viewers we aim to produce a high standard of work. The quality of work in which we produce has been researched and investigated in great detail to assure that the information and articles sourced have the correct and accurate, detailed information in which is then received by the customer. We quality assure everything in which we produce to assure that cliental and viewers are satisfied with ‘Bee Buzz’s’ final product.Seek http://www.beebuzz.com.au/Qualityasurance.com for further information regarding Quality assurance. (Internal only) Job Responsibilities • Every group member is responsible for their tasks and roles implicated within their job title. In the instance that their roles are not for filled this will jeopardise the final products out come and create a higher work load for all members of ‘Bee Buzz’. In the occurrence of this situation the code of conduct will be revised and a punishment will be implemented as a result if the individual’s responsibilities are not fulfilled.

23. Envriomental • Internal CustomersAt Bee Buzz we recognise we will impact the environment however we try limit this as much as possible. We have trained our staff in environmental usage to help contribute to sustainability. Within this training we promote activities such as doing the earth hour and walking to work. We strive to become green in all our offices. We make sure all computers are turned to energy saving mode and only have the lights on when necessary. To address paper recycling this is undertaken by all offices to recycle and reuse wherever possible. Bee Buzz realise we use a lot of paper due to the nature of this company so below is some ways we help contribute to a sustainable future.