Customer Service Policy

StoriesToArt 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:
  • Anticipating the needs of our customers and planning accordingly
  • 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
It is StoriesToArt’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 StoriesToArt in many ways. This policy outlines a procedure for responding to complaints, requests for service and questions that come to StoriesToArt through a call, letter or email. Artists are expected to use similar standards and procedures for the complaints, requests and questions that come directly to them and not through the StoriesToArt website. 
The policy is not intended to cover:
  • Complaints about the performance of specific employees, which are handled by the department manager.
  • Claims for damages, which are filed with the shipping insurance companies used by StoriesToArt. 


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, in person or in email, this acknowledgement should be given verbally during the call or interaction.
  • If the customer feedback is delivered by e-mail, the acknowledgement should be given by e- 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 StoriesToArt’s analysis of the issue and the 
proposed resolution. Clear reasons should be given if it is not possible for the StoriesToArt 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 to Calls

  • When a customer calls StoriesToArt with a complaint, question, or request for service, the issue should be resolved immediately, if possible, by the appropriate department.
  • When a customer contacts an artist directly, the artist should refer the customer to help@storiestoart.com.
  • If immediate resolution is not possible, StoriesToArt 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 StoriesToArt

  • When customers send e-mail (or postal mail) to StoriesToArt with complaints, questions, and requests for service, StoriesToArt will send an acknowledgment e-mail within one business day.
  • Of course, if StoriesToArt 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 is not necessary.
  • Also within the first business day, StoriesToArt 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 or artist receiving an email or answering the phone is called upon to be a customer service agent. When redirecting a caller to help@storiestoart.com, staff and artists should always take the caller’s number so StoriesToArt can call back if need be.