The BaAM Approach to Customer Service
Customers, clients, whatever we call them; our credibility depends on our ability to meet or exceed their expectations.
Communication as a customer service tool
In many ways excellent customer service is rooted in sharing of the right information at the right time. We believe listening and asking questions are the single most important steps in ensuring we effectively manage and exceed a client’s expectations. Very often, customer service challenges stem from a lack of information or a misinterpretation of the available information.
Considering the client perspective
We are all customers and we all have service expectations. Putting ourselves in a client’s shoes, and thinking about what response we’d like to a given set of circumstances is an excellent approach.
Managing customer expectations
To effectively manage customer expectations, we must first be involved in creating or shaping those expectations. It is important for every member of a BaAM project team - especially those who might interact directly with the customer, but even those who don’t – to listen and learn about the project, its goals, and the specific priorities of the project stakeholders. Very often there are areas that are of particular importance to one client that might not be considerations for another client. For example, if a project is being installed in a facility that is already open and operating, the client will have specific guidelines we must follow related to the installation schedule.
Respecting our client’s needs
Efficiency is a very important aspect of customer service in today’s definition. Respecting a client’s schedule and budget are key success factors for a BaAM project team. Listening and learning as much as possible about these factors will help in our management of the client’s expectations. Additionally, we have great systems and processes in place to support a project team’s client communication related to these factors.
Respecting any confidential or proprietary information shared with us by a customer is critical to the success of our client relationships.
Getting to know our clients and developing a comfortable professional relationship with the client team makes projects go more smoothly. Our reputation is that of a proactive, fun, professional group who can solve any problem and deliver what we promise with integrity. We do what we say we’ll do.
Accessibility for Ontarians with disabilities act (AODA)
In accordance with the Ontarians with Disabilities Act (ODA, 2001) and the Accessibility for Ontarians with Disabilities Act (AODA, 2005), BaAM Productions has developed a policy to ensure that persons with disabilities have equal access to programs, services and activities. BaAM strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. BaAM is also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way, as BaAM’s other clients.
This policy applies to all BaAM employees, contractors, clients, any person engaged in business with BaAM and visitors to BaAM property in the province of Ontario.
Providing goods and services to people with disabilities
BaAM is committed to excellence in serving all clients including people with disabilities. The company will carry out its functions and responsibilities in the following areas:
- Communication - BaAM will communicate with people with disabilities in ways that take into account their disability and make information available to them in a variety of accessible formats. The company will train staff who communicate with clients on how to interact and communicate with people with various types of disabilities.
- Telephone Services - BaAM is committed to providing fully accessible telephone service to its clients. BaAM will train staff to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly. The company will offer to communicate with clients via email if telephone communication is not suitable to their communication needs and/or is not available.
- Assistive Devices - BaAM is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. BaAM will ensure that staff are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or services:
- Persons with disabilities are welcome to use their assistive devices.
- Persons with disabilities are welcome to use service animals, except where prohibited by law.
- Billing - BaAM is committed to providing accessible invoices to all of its clients. If an invoice is required in another format, please contact email@example.com.
Use of service animals and support persons
BaAM is committed to welcoming people with disabilities who are accompanied by a service animal on BaAM premises that are open to the public and other third parties. BaAM will also ensure that all staff and contractors dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
The company 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 BaAM’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on BaAM’s premises.
Notice of temporary disruption
BaAM will provide clients 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 to our premises.
Training for staff
The company will ensure that all its employees and contractors, to whom this policy applies, receive training required by the Accessibility Standards for Customer Service. In addition, training will be provided to all staff as part of orientation training for new employees, and on a continuing basis, as required.
The amount and format of training will depend on the level of the employee’s interaction with clients. A record of training will be kept by BaAM’s management.
Training will include:
- The objectives of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the client service standard;
- How to interact and communicate with people with various types of disabilities;
- What to do if a person with a disability is having difficulty accessing a service or resource; and
- How to use the equipment or devices available throughout our building that may help to provide services to persons with disabilities.
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.
BaAM’s goal is to meet and surpass client expectations while serving clients with disabilities. Comments on BaAM’s services regarding the way BaAM provides goods and services to people with disabilities can be provided by sending an email to firstname.lastname@example.org. A response can be expected within five (5) business days.
Modifications to this or Other Policies
BaAM is 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 BaAM that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
BaAM Productions is committed to providing a work environment free of discrimination in which all individuals are treated with respect and dignity, are able to contribute fully, and have equal opportunities. Under the Ontario Human Rights Code, every person has the right to freedom from discrimination.
Discrimination is defined as unfair treatment or targeting others based on age, race, sex, colour, religion, ancestry, national or ethnic origin, sexual orientation, physical and/or mental handicap, marital status, family status, place of origin, citizenship, creed, and record of offense or offenses as defined in the Human Rights Code.
Discrimination will not be tolerated, condoned, or ignored in our work environment. Should you experience discrimination during your employment at BaAM, please speak with your manager or any member of the Senior Management Team as soon as possible. All reports will be treated seriously, investigated promptly and thoroughly, and kept confidential.
BaAM Productions requires a diverse workforce of highly talented individuals to achieve our business objectives. The diversity of ideas, perspectives, skills, knowledge and cultures across our company facilitates innovation and is a key competitive advantage.
BaAM is committed to the principle of equal opportunity and fair hiring practices in compliance with federal and provincial Human Rights legislation. As an employer, the organization welcomes diversity in the workplace and encourages applications from all qualified applicants. Hiring activities at BaAM are based on the principles of merit, such as skills, qualifications, ability, and experience and are guided by values that include respect, integrity, and diversity. Our hiring process is an accessible, consistent and transparent process that is impartial and equitable.
BaAM Managers, in collaboration with the Joint Health and Safety Committee, will consult with each employee to consider any specific requirements for assistance in emergency situations or evacuations. The immediate manager and alternately, members of the Joint Health and Safety Committee will be assigned to assisting the staff member during an emergency situation.