DELTA COMUNICAZIONE S.r.l. Services

 • Communication consulting, events planning/management

 • Personal/Company training courses, publishing

 • Promoting initiatives

 • Orientation consulting for privates
 

CUSTOMER SERVICE CHARTER

What is it?

The Customer Service Charter is a document issued by Delta Comunicazione S.r.l. in order to promote its services clearly and guarantee its policy towards both customers and cntributors.

The contents of the Charter are the informations to be given to customers about Delta Comunicazione S.r.l. services, with particular regard to terms and conditions of enrollment, qualitative standards and customers’ rights.

This charter is useful for both customers and for Delta Comunicazione S.r.l. itself, wich has new urges and references to improve its services and its way of working starting from customers’ demands.

From this point of view, the charter is an organizing instrument trough whom customers can interact with us.

The service charter is useful if customers can benefit from it, if they know and understand it, if they can easily express their needs to the head office .

The charter allowas customers to check whether Delta Comunicazione s.r.l. abides by its commitments or not,and in the latter case require for an abidance.

What is it for?

The charter is an istrument to:

- approach customers/companies/public administration

- let customers/companies/public administration take part in activities promoted by Delta comunicazione s.r.l.

- resolve any eventual non-compliance by Delta Comunicazione s.r.l.

- guarantee service quality

Recipients

1) Privates who want to train/specialize enrolling in our courses by knowing the modus operandi of the company they refer to.

2) Private companies that want to train their collaborators or request the management of an event, and want to know about the   quality of services offered by Delta Comunicazione s.r.l. .

3) Public institutions/associations interested in planning public projects with us.
 

Contents

• terms and conditions of enrollment

• service quality standards

• description of warranty rights of customers and collaborators

How to employ it     

Customers can claim their rights contemplated in the charter if they are not respected by making a complaint addressed to Head Office of Delta Comunicazione S.r.l. .       

BASIC PRINCIPLES

Delta Comunicazione S.r.l. is committed to:

Equality

Delta Comunicazione is committed to equitable treatment in providing services and eventual scholarships by declarating the requirements needed.

No distinction based on sex, race, language, religion or political opinion can be made.La Delta Comunicazione S.r.l. si impegna a garantire uguaglianza di trattamento nell’offerta dei servizi e delle eventuali borse di studio promosse, attraverso la chiara enunciazione dei criteri di partecipazione alla selezione per l’assegnazione delle stesse.

Continuity

Delta Comunicazione s.r.l. is committed to provide services by ensuring regular courses and informing promptly of any eventual date shift or timetable delay. The whole fee paid to enroll will be refunded In case of any cancellation of the course with regard to terms and conditions contemplated in the contract.

Participation

Delta Comunicazione S.r.l. encourages learners to participate to its courses by submitting suggestions and proposals with a well considered feedback during each master/course.

Efficiency and efficacy

Delta Comunicazione S.r.l. optimizes Service Quality and Efficiency continuously.

QUALITY STANDARDS TOWARDS CUSTOMERS

With regard to customers, Delta Comunicazione S.r.l. delivers the highest quality on information,acceptance, kindness, promptness, reliability and flexibility. These factors regards the formal and essential quality on which one’s improving projects are based, in order to fulfil customers’ expectations with an appropriate service.

Information, acceptance and kindness are the most significant elements so that customers can evaluate the formal quality of the service and are a commitment to Delta Comunicazione S.r.l.

Delta Comunicazione S.r.l. is aware that paying attention to customers, explaining its services clearly in order to avoid misunderstandings, dealing with kindness, politeness and respect are all necessary requirements in order to provide a good service. In particular, administrative units of Delta Comunicazione S.r.l. explain clearly what is offered with each course across website and telephone, through a customer service call center.

Besides, each Delta Comunicazione S.r.l. agent urges customers to read the contract carefully before the acceptance.

Customers reception. Each agent of Delta Comunicazione S.r.l. coming into contact with customers must be extremely polite, attentive and explain clealry.
Agents must be punctual, inform promptly of eventual delays, and be able to establish a good relation with customers.

Every customer reception centre must be tidy and have the required technical supply in order to guarantee services.
customer reception centre must provide the best condition for customers’ comfort (waiting, sitting down/standing, voice tones, temperature, etc.) and their own privacy (especially consulting services).

Telephone and e-mail. All informations must be available across telephone and e-mail. Customers who aren’t given a prompt answer must be recalled as soon as possible.

Punctuality.  Customers must find offices opened in time. Timetables are set to meet the demands.

Promptness, reliability and flexibility are the most significant elements in order to estimate the substantial quality of the service and are a commitment to improve performances in terms of fairness and punctuality. Each service needs certain time for its accomplishment.

Which services are offered

Communications Consultancy, event planning and management

Image consultancy service explains and realize communication strategies with regard to values and identities of the companies that need a service, helping them with the achievement of their goals.

Delta Comunicazione s.r.l. gives also advice for both ordinary and extraordinary activities: Advertising planning and campaigns, press releases, choice of media, brochures layouts, leaflets, playbills, posters, etc. Both the editorial and the graphic project are planned.

Communications Consultancy, event planning and management: warranties

• abide by the appointments and consultancy supply

• abide by the privacy of each customer met

• explain the consultancy clearly as required by the customer

• meet the deadlines of the ongoing initiatives

• comply with the programs previously advertised 

Training courses

Concerning the training area, Delta Comunicazione S.r.l. plans basic, high-training and specializing courses and masters. Each program is carefully planned, with regard to learners’ needs concerning both the training program and timetables and fees suggestions.

Assuming that Delta Comunicazione S.r.l. avails of up to date trained tutors able to offer a customized, flexible and interesting teaching, with full respect of the submitted program.


Training courses: warranties

• respect the dates for courses reservations

• respect the dates for courses performance

• respect the clarity in teaching

• comply the programs previously advertised

• ensure the privacy of each customer

Students

Those who know well the programs and offers of Delta Comunicazione s.r.l can apply either via website or by making an appointment with one of our tutors.

The appointment avoids waste of time and allows the least informed students to be advised and oriented toward courses through an interview with an expert who evaluates the usefulness of a course chosen by checking résumés, makes questions and clarify any doubt about it.

Collaborators/ Tutors

The selection of tutors and all collaborators is made very carefully with respect of both customers of Delta Comunicazione S.r.l. and the collaborator himself/herself.

In particular, all positions available concern specific jobs.

Each résumé received is scrupulously examined and if it doesn’t match the requirements needed, it will be archived anyway.

Appointments for an interview are made only if the résumé really interests the company.

During such phase, before making an appointment, the secretary office must clarify the reason why Delta Comunicazione S.r.l. has contacted the potential collaborator, the proposed position, the type of contract offered and the range of salary if requested, in order to avoid losses for the Company or useless expectations from potential collaborators.

Skills and knowledge of the tutor are examined both preliminarily (by checking the references) and during the post-class phase (through a feedback submitted to students).

When the commitment is made, the collaborator is entitled to an undersigned contract which must state the type of contract and salary offered, working timetable (if required).
 

PROTECTION OF CONSUMERS'  INTERESTS

Customers who are not satisfied with services offered can file a petition to Delta Comunicazione S.r.l., Piazzale della libertà 8, 03011, Alatri (FR), or via e-mail to direzione@deltacomunicazione.com explaining in details the reason to complain.

Petitions get a response within 15 working days from the day they are received.

The petition aims at providing a nimble and prompt tool for customers to inform the Head Office on conduct not consistent with principles and goals of the charter, with regard to the performance of services and transparency of the administrative functions.

Delta Comunicazione S.r.l. periodically supervises the acivities of its staff in order to verify the compliance with the commitments taken under the service charter.

In case of considerable non-compliance, the head office will take measures to restore services according to terms and conditions of the Service Charter.