Volkswagen Richmond Hill's Customer Service Policy Statement
 
 
 
 

Volkswagen Richmond Hill's Customer Service Policy Statement

 

1.0 Commitment

Volkswagen Richmond Hill is committed to excellence in serving all customers including people with disabilities

 

2.0 Providing Goods and Services to People with Disabilities

We will ensure that our staff is trained and familiar with various assistive devices we have on site or that we provide, that may be used by customers with disabilities while accessing our goods and services

 

2.1 Communication

We will communicate with people with disabilities in a way that takes into account their disability.  We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

 

2.2 Telephone Services

We are committed to providing fully accessible telephone service to our customers.  We will train our staff to communicate with customers over the telephone in clear and plain language.  We will offer to communicate with customers by mail, email or in person if telephone communication is not suitable to their communication needs or is not available.

 

2.3 Assistive Devices

We are committed to serving people disabilities who use assistive devices to obtain, use or benefit from our goods and services.  We will ensure that our staff are trained and familiar with various assistive devices that may be used by our customers with disabilities while accessing our goods and services.

 

2.4  Invoices and Payment Statements

We are committed to providing accessible invoices and payment statements to all of our customers in a format that will meet their needs.  For this reason, these statements will be provided in the following formats upon request:

                        Hard Copy - Email - by Phone - Large Print - Audio Format

 

We will answer any questions customers may have about the content of the invoice or payments statement in writing, in person, by telephone , by fax or by email.

 

3.0  Use of Service Animals and Support Persons

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties.  We will also ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

Volkswagen Richmond Hill is committed to welcoming people with disabilities who are accompanied by a support person.  Any person with a disability who is accompanied by a support person will be allowed to enter our premises with his or her support person.  However, the nature of our business requires Volkswagen Richmond Hill to deal with sensitive personal information.  We will require the consent of our client to discuss their business dealings with a support person.  Once the consent is received, no client with a disability who is accompanied by a support person will be prevented from having access to his or her support person while on our premises.

 

4.0  Notice of Temporary Disruption

Volkswagen Richmond Hill will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities.  This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services if available.  The notice will be placed at all public entrances and service counters on our premises.

 

5.0 Training of Staff

Volkswagen Richmond Hill will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.  This training will be provided with the new employee orientation program curriculum and available with online training.

Training will include the following:

 

The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customers service standard.

 

How to interact and communicate with people with various type of disabilities

 

How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person

 

What to do if a person with a disability is having difficulty in accessing Volkswagen Richmond Hill's goods and services

 

Volkswagen Richmond Hill's policies, practices and procedures relating to the customer service standard

 

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities.  Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

 

6.0 Feedback Process

The goal of Volkswagen Richmond Hill is to meet customer expectations while serving customers with disabilities.  Comments on our services regarding how well those expectations are being met are welcome and appreciated.  Feedback regarding the way we provide goods and services to people with disabilities can be made by:

                        In Person - Telephone - by Mail - by Email

 

All feedback will be directed to the General Manager.  Customers can expect a ersponse within 24 hours from the receipt of the feedback.

 

7.0 Modifications to This or Other  Policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities.  Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

Any policy of Volkswagen Richmond Hill's that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

 

8.0 Questions about this Policy

This policy exists to achieve quality of service to customers with disabilities.  If anyone has a questions about this policy, or if the purpose of this policy is not understood or to receive a copy of this policy, please contact our Human Resources Department.