Page 27 - HIL Operatives Training Manual V4 16022024_Neat

O P E R A T I V E S T R A I N I N G M A N U A L V E R S I O N 4

3 Customers

You must be aware that you are often the Company’s regular customer contact. It is important
therefore that your appearance is smart and tidy and at all times, you behave with courtesy
and politeness and ensure that our customer’s follow the site rules. Serious breaches of your
conduct may result in disciplinary action.

Please remember the following:

What is a Customer?

A customer is the most important person involved with our Company. They are
not dependent upon us. However, we ALL depend upon them for our living.

Please value them accordingly and ensure that at all times:-

A quality, safe and courteous service is provided

• Our operations are conducted to the highest professional standard. ALL personnel
will act in a responsible manner.

• You respond and react positively to every customer’s reasonable needs and
requirements.

• You dress appropriately in Company work wear and be courteous and helpful.

• Customer’s complaints must be reported to your line manager.

• All vehicles/plant are to be kept clean and tidy inside and out at all times.

• Cleaning equipment and chemicals are available to enable you to keep your
vehicle/plant clean.

• You must report to your manager immediately either in person or by telephone any
accidents, dangerous occurrences, near misses, or problems affecting your ability
to work safely and protect our customers visiting our site.

You are the Company’s ambassador. Treat every customer as you would
expect to be treated yourself. Customers make pay days possible.

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