Customer Conduct Policy

Policy for Dealing With Unacceptable Customer Behavior

At DKWRemotes, we believe that our customers have the right to be heard, understood and respected. We also believe that our staff have the right to work in an environment free from any abuse. We expect our customers to treat our staff with courtesy and respect at all times. 

There are a range of actions we consider to be unacceptable, which can be grouped as follows:

• Aggressive or abusive behavior; and

• Unreasonable demands and/or unreasonable levels of contact

We understand that people can become angry when they feel that matters about which they feel strongly are not dealt with as they wish. Should that anger escalate into aggression or abuse towards anyone within our organization, we consider that unacceptable, and have the right to refuse any communication and service. 

Where a customer is unreasonably demanding, repeatedly contacting us via phone, online messaging (of any kind), email, etc., raising the same issue repeatedly, or continually sends us screenshots of issues that are not clear, or refuse to answer our direct questions for troubleshooting and/or servicing purposes, we may decide to:

• Limit or restrict contact

• Contact the customer back by appointment only

• Discontinue service at our discretion

We are reasonable, but we are also a small, busy team. All that we ask of you is to be reasonable as well, in order to help us maintain the best customer service we can to you, our valued customer!

Sincerely,

DKWRemotes