Wayside House policies, practices and procedures relating to the customer service standard. Training for New Employees, Students and Volunteers Training will be provided as soon as possible for new employees, students or volunteers as a part of the regular training process. Ongoing Training Training will be provided on an ongoing basis in relation to changes that take place to the policies, practices and procedures governing the provision of services to persons with disabilities. Feedback Process The ultimate goal of Wayside House is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated. Feedback regarding the way Wayside House provides service to clients with disabilities can be made by e-mail, in person, in writing, by telephone or in another method that takes into account the individual’s disability. All feedback will be directed to the CEO. Clients can expect to receive an initial response to the complaint within five (5) business days. Included in the initial response will be a timeframe for resolution of the issue. Complaints will be addressed according to complaint procedures already established in the Wayside House client complaint policy. 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 Wayside House that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. Questions about this Policy This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or the purpose of a policy is not understood, an explanation should be provided by, or referred to the Chief Executive Officer.
Wayside House policies, practices and procedures relating to the customer service standard. Training for New Employees, Students and Volunteers Training will be provided as soon as possible for new employees, students or volunteers as a part of the regular training process. Ongoing Training Training will be provided on an ongoing basis in relation to changes that take place to the policies, practices and procedures governing the provision of services to persons with disabilities. Feedback Process The ultimate goal of Wayside House is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated. Feedback regarding the way Wayside House provides service to clients with disabilities can be made by e-mail, in person, in writing, by telephone or in another method that takes into account the individual’s disability. All feedback will be directed to the CEO. Clients can expect to receive an initial response to the complaint within five (5) business days. Included in the initial response will be a timeframe for resolution of the issue. Complaints will be addressed according to complaint procedures already established in the Wayside House client complaint policy. 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 Wayside House that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. Questions about this Policy This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or the purpose of a policy is not understood, an explanation should be provided by, or referred to the Chief Executive Officer.
accessibleservicepolicy_.docx