Customer Service Charter

Moo Fresh are committed to serving customers across the Midlands with the provision of high quality milk and dairy products . Delivering excellent customer service is central to all our activities. As our customer, you have the right to be treated fairly and professionally when using any of our services whether in person, by phone, in writing or by e-mail. These standards outline the level of service you should always expect from us and gives you the opportunity to challenge us if we do not deliver them.

When dealing with all customers we will:

  • Be helpful,courteous, professional, friendly and accessible
  • Respect and demonstrate total regard for confidentiality
  • Meet, or where possible, exceed agreed expectations and communicate clearly when we are unable to do so
  • Provide a quality service and work continually to improve this

How do we monitor our Customer Service Performance?

We strive for continuous improvement by effective training and support for staff. Providing excellent customer service is a key measure of staff performance. We also undertake regular customer surveys to ensure our continuous improvement programmes operate effectively.

  • Systems and controls are prevention-based to foster more effective decision making
  • Suppliers are integral to our quality process and are chosen to fulfill our customers needs
  • Staff are encouraged to participate in quality improvement activities through teamwork and focused task groups
  • All staff have individual responsibility for understanding and applying this Quality policy in the performance of their tasks
  • Company management is fully committed to this Quality Policy through active participation in quality improvement activities and leadership by example

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Complaints:
If you are dissatisfied with any aspect of our service, please let us know, in the first instance, by getting in touch with your primary contact at Moo Fresh who has provided you with the goods or service. At Moo Fresh we offer a 100% satisfaction guarantee, which means that if you are not fully satisfied with your delivery ,we will replace it FREE of charge.

In the unlikely event of a formal complaint about any aspect of our service, please contact the owner of the business, Mr. Phil Mitchell on 0121 448 0269

Email: sales@moofresh.co.uk

Address:
Moo Fresh

Unit N19 Hastingwood Ind Park

Wood Lane

Erdington

B24 9QR

We undertake to acknowledge any complaint within 48-hours of receipt when we would also communicate a timetable for further action if required.
Positive Feedback & Suggestions for Improvements:
We always welcome and value positive feedback too. If you have enjoyed a positive experience from a particular service, product or member of staff from Moo Fresh, or have any suggestions for further improvements, we would like to hear from you. Please send these to Mr. Phil Mitchell at the above address