CLIENT CARE PLEDGE

Quality of Service

You can count on us to bring the collective talents of our entire team at SCS to serve your needs. We will do our best to provide you with consistent, accurate information, and will continuously work to increase our expertise.  When we don’t have the answer, we will find someone who does and keep you updated on our progress. We will happily refer you to other resources if we're unable to meet your needs.

Identify and Anticipate Needs

We will always do our best to “walk in your shoes” to understand and anticipate your needs. We will listen first, and ask questions, to clearly understand your situation.

Reliability

We will do what we say we’ll do. We will do our best to make sure our service reasonably meets your expectations.  If things don’t go as planned, we’ll be honest and quick to keep you informed.  If you ever become upset or unhappy with our service, we’ll work with you to do all we can to resolve the problem to your satisfaction.

Accessibility & Responsiveness

We will be there when you need us and will be responsive to your needs.  In general, we’ll respond to phone calls and emails within one business day.  If we don’t think we can respond within two business days, or if we’re away for an extended period, we’ll make sure you have contact information for one of our colleagues.

Respect

We will act professionally and treat you with courtesy and respect. We will provide prompt and friendly service.  We will be patient, understanding, calm and courteous when you express a question or concern about our service or the standards with which we work.  We will respect your time and provide information in a concise and straightforward manner.

Trust

We will work hard every day to earn your trust and confidence.  We will work with our colleagues to maintain a positive reputation – both with our clients and stakeholders – for the credibility and integrity of our service.  We will do our part to ensure SCS provides fair and objective audits that stand up to scrutiny.