Customer Service Policy

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UB BY ALLEY (Undefeated Beauty by Alley): 

SKINCARE, PERSONAL CARE, WAIST TRAINER: CUSTOMER SERVICE POLICY AND VALUES 

STATEMENT

The UB BY ALLEY (Undefeated Beauty by Alley) strives for excellence and professionalism in providing customer service, 

both inside and outside the organization, within the limits of available, well-managed resources.

To accomplish this mission, we agree upon these values:

q Anticipating the needs of our customers and planning accordingly

q Greeting our customers promptly, cheerfully and respectfully

q Listening carefully and giving full consideration to the requests and concerns of our 

customers

q Communicating honestly, courteously and knowledgeably

q Providing follow-through for our customers promptly, responsibly and efficiently

q Serving with pride, commitment, and with high ethical standards

q Respecting the individual and encouraging participation

Policy Statement

UB BY ALLEY (Undefeated Beauty by Alley) policy and responsibility to provide excellent service to the public. 

Customer feedback helps us measure whether our services are meeting public needs and 

expectations. It also helps us identify problems that need to be solved. High quality customer 

service depends on customer feedback. While praise is always welcome, constructive criticism is 

truly helpful in the long run.

The purpose of this policy is to establish uniform standards and procedures for responding to 

customer feedback, thus making sure those responses are timely and that issues do not “fall 

through the cracks.” The policy strives to treat every interaction with the public as an opportunity 

to produce a satisfied customer, or at least one who feels that he or she was listened to and 

taken seriously, even if it was not possible to meet his or her request.

Customer feedback comes to the UB BY ALLEY (Undefeated Beauty by Alley) in many ways. This policy outlines a 

procedure for responding to complaints, requests for service and questions that come to the 

UB BY ALLEY (Undefeated Beauty by Alley) Office through a customer visit, call, letter or email. Departments are 

expected to use similar standards and procedures for the complaints, requests and questions that 

come directly to the department and not through the UB BY ALLEY (Undefeated Beauty by Alley) Office. 

The policy is not intended to cover:

• Complaints about the performance of specific employees, which are handled by the 

department manager in conjunction with the owner.

• Claims for damages, which are to be filed with the UB BY ALLEY (Undefeated Beauty by Alley) Insurance carrier.

Response Standards

When possible, complaints, questions and requests for service should be resolved in “real time” 

on the same day they arrive. However, in many instances, referral and follow-up are necessary 

to fully understand and resolve the issue. In such instances, the following standards for 

acknowledgement and resolution should be followed.

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Acknowledgement

• All complaints, questions and requests for service should be acknowledged within one 

business day. 

• This acknowledgement should note the person to whom the issue has been referred and 

when the customer can expect a response. 

• If the customer feedback is delivered by phone or in person, this acknowledgement should be 

given verbally during the call or visit. 

• If the customer feedback is delivered by e-mail, the acknowledgement should be given by e[1]mail.

• If the customer feedback is delivered by postal mail the acknowledgement should be sent via 

telephone, postal mail or e-mail, whichever is appropriate. 

• For written acknowledgements, templates with standard language should be used to 

minimize staff processing time.

Resolution

• A substantive response should be provided within seven business days. 

• This response should include the UB by Alley’s analysis of the issue and the 

proposed resolution. 

• If a resolution is not possible within seven business days, the customer should be notified 

and given the date by which they can expect a response.

• The resolution can be communicated to the customer verbally, by e-mail or by postal mail, 

depending on the communication method most appropriate to the situation.

Response Procedure

Calls to the UB by Alley Office

• When a customer calls the UB by Alley Office with a complaint, question, or 

request for service, the issue should be resolved immediately, if possible, by the UB by Alley Office or by referral to the appropriate department. 

• If immediate resolution is not possible, the UB by Alley Office will take down the 

necessary information and let the customer know when and from whom he or she can expect 

a response. 

• The department receiving the referral is responsible for resolving the issue per the above 

standards.

E-mails or Postal Letters to the UB by Alley Office

• When customers send e-mail (or postal mail) to the UB by Alley Office with 

complaints, questions, and requests for service, the UB by Alley Office will send an 

acknowledgment e-mail (or postcard) within one business day.

• Of course, if the UB by Alley Office is able to answer the question or resolve the issue 

right away without referral, it will do so and let the customer know. In such instances, a 

separate acknowledgement email (or postcard) is not necessary.

• Also, within the first business day, the UB by Alley Office will forward the item to the 

appropriate department for response, noting the expected resolution date.

• The department receiving the referral is responsible for resolving the issue per the above 

standards.

Additional Comments

Since customers do not always know to whom to direct their concerns, any staff member at a 

public counter or answering the phone is called upon to be a customer service agent. When 

transferring a caller, staff should always take the caller’s number so that they can call back if 

need be.