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AT DAAWAT, CUSTOMERS ARE OUR FRIENDS

CUSTOMER SERVICE POLICY AND VALUES STATEMENT

Daawat Kenya Limited 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 objectives:

·        Anticipating the needs of our customers and planning accordingly

·        Greeting our customers promptly, cheerfully and respectfully

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

·        customers

·        Communicating honestly, courteously and knowledgeably

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

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

·        Respecting the individual and encouraging participation

 

Policy Statement

 

It is the Daawat Kenya’s 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 Daawat Kenya in many ways.

This policy outlines a procedure for responding to complaints, requests for service and questions that come to the Daawat Kenya 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 Daawat Kenya 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 management.

• Claims for damages, which are to be filed with the Daawat Kenya 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

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

acknowledgement and resolution should be followed.

 

 

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 email

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 Daawat Kenya’s analysis of the issue and the

proposed resolution. Clear reasons should be given if it is not possible for Daawat Kenya

to accommodate the customer’s request.

• 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 / Visits to the Daawat Kenya Office

• When a customer calls or visits the Daawat Kenya Office with a complaint, question, or

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

• If immediate resolution is not possible, the Daawat Kenya 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 Daawat Kenya Office

• When customers send e-mail (or postal mail) to the Daawat Kenya Office with

complaints, questions, and requests for service, the Daawat Kenya Office will send an

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

• Of course, if the Daawat Kenya 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 Daawat Kenya 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.

PRIVACY & SAFETY

Our central goal is to provide the best products and optimize your experience while using them. To make that work effectively, Daawat Kenya needs to collect personal information from each customer and process that personal information.

Daawat Kenya uses common technologies such as cookies and Web beacons to keep track of your interactions with the Site, Application and Services and to improve the quality of our products and services.

​

Daawat Kenya may also collect your Internet Protocol (“IP”) address to track and aggregate non-personally identifiable information, your referring website addresses, browser type, domain name and access times.

​

Unless connected directly to a user account, the information Daawat Kenya processes in connection with each IP address is largely statistical and is not stored to or referred to by Daawat Kenya in a way that permits us to piece together any particular user’s browsing behavior.

​

The purpose of this Privacy Policy is to inform you about how we process information about you. This Privacy Policy applies to all of the features operated by Daawat Kenya or its subsidiaries or affiliated companies. From time to time Daawat Kenya may also post product or service specific privacy notices or documentation to explain in more detail how Daawat Kenya handles information related to privacy.

​

If you have any questions about this Privacy Policy or wish to access your information, please feel free to contact us at info@daawatkenya.com or call our offices

WHOLESALE INQUIRIES

For wholesale inquiries, kindly contact our sales section at sales@daawatkenya.com who will avail more information regarding bulk purchaes

PAYMENT METHODS

- Credit / Debit Cards
- MPESA/T-KASH/AIRTELMONEY

- Offline Payments - Cheques accepted for customers with accounts

©2018 DAAWAT KENYA LIMITED. Proudly created with C. Gacii

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contact

TEL: 254 20255511/ Email: info@daawatkenya.com

P. O. Box 1536-01000, General Kago Road, Thika
OPENING HOURS 8:00AM-5:00PM

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