Our customer pledge

Engage

We will always	We will never
Give you a warm welcome	Ignore you or dismiss you
Introduce ourselves by name	Make assumptions
Be positive and polite	Make you feel like an inconvenience to us
Respect and listen actively	Lose patience
Impress you with our customer service and knowledge	Put you on hold or mute unnecessarily
Keep you updated on what we are doing throughout the call/visit	Stop listening
Protect your personal data by carrying out adequate security checks
Keep your contact details up to date

We will always	We will never
Recognise and respect the diversity of our customers	Make assumptions and start looking for solutions before gaining and confirming understanding
Get to know you, and what really matters to you	Judge your needs by our own personal views/standards
Speak to you as a person, show understanding and compassion	Make false promises
Ask the right questions to gain understanding	Be insensitive to your current circumstances
Recap your requirements to gain confirmation of our understanding	Make you feel as though we don’t care
Record all communication with you
Make you aware of other services in Jigsaw and externally and what they can do for you

We will always	We will never
Tell you what we can do, not what we can’t	Only tell you what we can’t do
Explain the reasons behind our decisions and regulations, why we have them in place and how they benefit you	Knowingly provide incorrect information
Get back to you when we say we will	Leave any questions unanswered
Thank you for your time	End the conversation with you being unaware of the next steps
Provide correct and accurate information	Leave a job half-finished without clearly explaining why and what will happen next
Check if you are satisfied with the outcome of the call/work and understand what will happen next
Make sure that we complete the task in full and follow-up as promised