Customer Service Charter

Introduction

Our Customer Service Charter states our commitment to provide you with quality services and provides you with the standards by which to measure our performance as a firm. It also provides our employees with clear standards to strive for in service excellence and in achieving the firm’s Vision and Values identified in our Strategic Plan 2022 – 2024.

Our Vision, Our Mission and Our Values

Simeza, Sangwa & Associates is committed to the following vision, mission and values:

VISION

“The Law Firm of Choice in Zambia”

MISSION

“To provide world class legal services”

VALUES

In alignment with our bold vision, we commit ourselves to serve the clients with professionalism, while guided by the following core values: Excellence; Integrity; Confidentiality; Accountability; and Team spirit.

Service Standards

These are the service standards you can expect of all our members

In general

1. We will respect all our clients.
2. We will provide prompt, friendly, courteous and efficient customer service and will remain professional at all times.
3. We will take ownership of your enquiry and/or matter, follow-up and keep you informed of progress to completion.
4. We will be realistic about what we can do and in what timeframe and communicate these to you.
5. We will provide you with accurate and consistent updates.
6. We will respect your privacy in our dealings with you and uphold our legal duty to maintain confidentiality for information acquired during our solicitor-client relationship.
7. We will strive to excel in providing excellent service through continuous improvement, client surveys and identification of innovative technologies to assist in the client experience.
8. We will actively seek your feedback on the services we offer to you and ensure they meet your expectations.

Face to face

1. We will listen to you carefully and discuss your requirements fully and allocate to you the most suited Advocate to handle your matter.
2. If need be additional resource shall be summoned from within the firm.

Over the telephone

1. We will endeavour to answer your calls promptly.
2. Phones will not go unanswered. If the person you wish to talk to is unavailable, the call will be forwarded to a team member who will assist you.
3. Where messages for a return call are left with us, your call will be returned within 24 hours
4. We will advise you of any delays and offer suitable options or offer to return your call.
5. Where possible, when client calls are transferred internally, we will introduce your call to the recipient so as to reduce the need for you to explain the purpose of your call multiple times.

In writing or email

1. We will write to you in clear, concise language that is easily understood.
2. We will respond to your letter or e-mails within 24 hours of receipt.
3. If your enquiry requires in-depth research or follow-up that will take longer than 24 hours, we will notify you immediately, and where possible, provide an expected completion date and details of the associate responsible for the matter.

Via the internet or social media

1. We will maintain our website with relevant and up-to-date information.
2. We will post interesting, engaging, relevant and up-to-date information on our social media platforms that encourages interaction and feedback.
3. We will respond to enquiries and posts on our social media platforms in a timely and professional manner.
4. We will keep up to date with online services and community engagement tools and trends.

Measuring and improving the quality of our service

We will measure and improve the quality of our service by:

1. conducting an annual ‘Client Satisfaction’ survey
2. implementing quality training, continuing professional development and coaching activities for our employees
3. implementing and using key performance indicators in corporate and business planning
4. implementing and using effective internal systems and corporate reporting to measure our performance
5. recognising our staff for customer service delivery excellence.

Helping us to help you

You can help us to meet our commitments to you by:

1. being courteous, polite and respectful of our employees at all times
2. being open and honest with us by providing accurate and complete information to enable us to assist you with your matter.
3. letting us know when your situation changes or key details to your matter change
4. booking prior appointments if you need to come in and discuss your matter with an associate or meet with any other of our staff members using appropriate channels for client requests, complaints and compliments
5. working with us to help solve problems
6. telling us where we fall short on our service in any aspect so that we may improve our services to you
7. helping us recognise our employees by informing us when you have received an excellent client service from our staff.

Client service feedback

As we strive to deliver exceptional client service, we encourage you to provide feedback. Whether you have a request for action, a compliment or a complaint, we would like to hear from you. This can be done by reaching out to our Client Care Officer, details wherein can be obtained at front desk. Our Client Care Officer assists with client feedback, compliments and complaints. This person will ensure your request or comments are dealt with appropriately by the relevant employee or the partners.

The Client Care Officer will ensure complaints are managed in accordance with the firm’s complaint management policy. If you are not happy with the initial response to a complaint, please let the Client Care Officer know and the matter will be reviewed by the Partner in charge of your matter.

Client Feedback

Contact the firm at  salome@simezasangwa.com and copy your mail to info@simezasangwa.com