Samera Ltd Customer Care Charter

At Samera we are committed to meeting and exceeding our customer care standards and providing you with the best quality service. Our standards set out clearly how you can expect to be treated as a valued client of Samera Ltd.

Our responsibilities

• We will listen to and endeavour to understand your individual needs.
• Every member of staff will always be polite, friendly, courteous and respond positively to your needs.
• We will act with honesty and integrity and respect your confidentiality.
• We will communicate our fees clearly and in advance of any work we carry out for you.
• When telephoning us we will aim to answer your call quickly and courteously. If we are unable to answer your call please leave a message, and we aim to respond to you call within 24 hours.
• We aim to respond to all e-mail queries within 48 hours.
• When writing to you we will use plain English language.
• We will keep appointments on time.
• If you have a query we cannot help you with, we will do our utmost to put you in contact with someone who can.
• We will apologise if problems arise and do our best to put them right.
• We will give you plenty of notice of information required by us and deadline dates.
• If you are dissatisfied with any aspect of our service we will listen to your concern and do our best to find a solution which resolves the issue satisfactorily and leaves you happy.
• We welcome your honest feedback.
• We will always have fun in what we do!

Your responsibilities

To enable us to give you the best possible service, we expect the following from you.

• You are always polite and respectful to all team members at Samera Ltd.
• All deadlines for information to be sent to Samera’s offices are met.
• You respond to our queries within 48 hours via telephone or email
• You will give consideration to referring us to at least two other dentists who you feel will benefit from the type of work we do.
• You pay any bills presented to you in accordance with terms on the invoice.
• If you are dissatisfied with any aspect of our service you contact us and let us know about it.
• You give honest and open feedback.