Gonana Customer Care Policy & Procedure
1. Purpose The purpose of this Customer Care Policy is to establish clear guidelines for providing exceptional service to all Gonana users, including smallholder farmers and buyers, ensuring their needs are met efficiently, professionally, and respectfully. This policy aims to foster trust, improve user satisfaction, and promote long-term relationships.
2. Scope This policy applies to all Gonana staff, contractors, and representatives who interact with customers through any communication channel, including phone, email, chat, and in-person support.
Policy Statements
2.1 Customer Commitment Gonana is committed to:
Delivering prompt, courteous, and professional service.
Resolving customer issues effectively and efficiently.
Maintaining transparency in all communications.
Continuously improving our processes based on customer feedback.
2.2 Non-Discrimination All customers will be treated with fairness and respect regardless of age, gender, ethnicity, location, or any other characteristic.
2.3 Confidentiality Customer data will be handled with strict confidentiality in compliance with applicable data protection regulations.
Customer Care Procedures
3.1 Accessibility
Gonana’s customer care team will be available via:
Email: contact@gonana.com
Phone: +234 7036171049
Online chat on the Gonana platform.
Social media channels.
Support hours are from 8:00 AM to 6:00 PM, Monday to Saturday (WAT).
3.2 Response Time
Emails: Acknowledge receipt within 24 hours and provide a resolution within 3 business days.
Phone: Answer calls within 3 rings during support hours.
Chat: Respond to inquiries within 2 minutes during active support hours.
Social Media: Respond to messages and comments within 24 hours.
3.3 Inquiry Handling
Initial Contact:
Gather relevant details such as customer name, account information, and a brief description of the issue.
Ensure a friendly and empathetic tone.
Classification:
Categorize the inquiry (e.g., technical issue, account issue, payment concern, or feedback).
Resolution:
Resolve inquiries at first contact whenever possible.
Escalate complex issues to the relevant department, ensuring customers are informed about timelines and next steps.
3.4 Escalation Process
Level 1: Handled by the Customer Care Representative.
Level 2: Escalated to the Team Lead if unresolved within 24 hours.
Level 3: Directed to the Operations Manager for critical issues requiring higher-level intervention.
3.5 Follow-Up
Confirm resolution with the customer within 3 business days after closing the inquiry.
Document unresolved or recurring issues for process improvement.
Customer Feedback
4.1 Feedback Collection
Feedback forms will be available on the platform and sent via email post-service.
Social media channels will be monitored for comments and suggestions.
Monthly surveys will be conducted to measure overall customer satisfaction.
4.2 Feedback Handling
Positive feedback will be shared with the team to boost morale.
Negative feedback will be reviewed, and corrective actions will be implemented promptly.
Staff Training
5.1 Onboarding Training
All new staff will undergo a comprehensive training program covering:
Gonana’s mission and values.
Customer care policies and procedures.
Technical platform operations.
5.2 Continuous Training
Ongoing training sessions will be conducted monthly to address:
Updates in platform features.
Enhancing communication and conflict resolution skills.
Compliance with data protection regulations.
Monitoring and Reporting
6.1 Quality Assurance
Regular audits will be conducted on customer care interactions to ensure adherence to policies.
Key Performance Indicators (KPIs) such as resolution time, customer satisfaction scores, and first-contact resolution rates will be monitored.
6.2 Reporting
Weekly reports will be prepared to track customer care performance and identify areas for improvement.
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