How we ask you to behave<\/strong><\/p>\nOur calls are recorded and may be reviewed later.<\/p>\n
Please treat our staff as you expect to be treated.\u00a0 Much of what we do is process-driven, standardised procedures that enable us to provide our client, an insurer, with pertinent facts upon which they can make an informed decision.\u00a0 You will not be treated differently insofar as our checking off a list of required data is concerned.<\/p>\n
Aggressive &\/or abusive behaviour<\/strong><\/p>\nPeople can become angry if they feel that matters are not being dealt with as they wish. Anger escalating to aggression towards our staff is unacceptable and will not be tolerated.
\nThis behaviour includes language (verbal or written) that may cause staff to feel afraid, threatened or abused. It may include threats, personal verbal abuse, derogatory remarks and rudeness. The use of swear words in written or verbal communication will not be tolerated and these communications will not be responded to. Swearing at members of staff will not be tolerated.
\nWe also consider inflammatory statements, remarks of a racial or discriminatory nature and unsubstantiated allegations, to be abusive behaviour.<\/p>\n
Unreasonable demands and\/or contact<\/strong><\/p>\nAn unreasonable demand is one where compliance would impact excessively upon the work of our staff and\/or takes an excessive amount of staff time such that it disadvantages other members of the public. Please:<\/p>\n
\n- Understand we will respond in reasonable timescales<\/li>\n
- Ask one member of staff about the subject<\/li>\n
- Understand it may not always be possible to speak with a particular member of staff<\/li>\n
- Keep your queries relevant and consistent<\/li>\n
- Do not repeat questions we have already addressed<\/li>\n
- Do not inundate us with emails<\/li>\n<\/ul>\n
How we manage abusive or aggressive behaviour:<\/strong><\/p>\nIf any CMA employee experiences aggressive or abusive behaviour they are authorised to end a telephone call immediately. They may not have the opportunity or issue a warning, or the conduct may not make this reasonable, or necessary. It can further inflame some.<\/p>\n
Should the conduct continue we may place restrictions upon the contact or take any other action that we consider appropriate to the circumstances.<\/p>\n
We will tell the person in writing the action we are taking and the reasons why.<\/p>\n","protected":false},"excerpt":{"rendered":"
How we will behave We will provide communications you can understand and provide support.\u00a0 Our ‘HELP‘ page should be your first port of call; it sets out not simply what we require but what you can do to assist us …<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"yoast_head":"\n
Customer Care -<\/title>\n\n\n\n\n\n\n\n\n\n\n\t\n