Gemini Customer Charter
Introduction
The purpose of the charter is to set out a standards summary relating to key areas of our business so you know what you can expect. Almost a ‘try before you buy’.
Just give us a call if you’re unsure on anything or would like more information.
Quality service
All the team at Gemini (including contracted suppliers) aim to deliver the best we can. Defining best is often quite hard but if it means doing what it says on the tin, then that’s what we do.
We are an ISO9001 registered firm, so all staff at all times use quality management systems and processes to carry out your work. We have checks and balances in place at key points, so by the time its delivered to you, you can be confident that the translation is everything you hoped it would be.
To help monitor quality and satisfaction levels, we don’t do telephone based ¾ hour long questionnaires, we will periodically send you an email with a link to a server which hosts a short questionnaire. If you are unhappy for whatever the reason, please let us know, we want to put it right immediately.
Quotations
If you know what you want, we’ll be happy to price the work and issue a quotation based on just that, which will be clearly written and itemised.
Our train staff may suggest alternatives as part of the overall service. For example, if you have an ad which needs to be presented in a foreign language as part of a marketing campaign, just translating it, is going to fall well short of the mark, there’s other stuff that needs doing first before its market ready.
So if this does happen, don’t be alarmed, we’re not trying to ‘sell’ you stuff you don’t need (we all hate that), we just want to make sure you get the right ‘service match’.
Unless it's project involving time or something a bit quirky, we’ll issue you with a fixed price quote and unless otherwise instructed by you, we’ll issue you with a standard delivery schedule. If you need it quicker, ask and we’ll do our best to come up with an answer.
Contact
Every customer will be appointed an Account Executive, who will normally carry out all your requests. For obvious reasons, this can’t always happen, so someone may step in from time to time but your main point of contact will always be the Account Executive.
They will know all key aspects of your work.
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Communication
During a lengthy project, we will either keep in touch with progress reports by email/phone or set up project pop-ups, as reminders. At anytime, we will be happy to give you service updates and answer any questions. All communications during the project should go through the Account Executive.
Feedback & complaints
To help us improve our service in all areas we need our customers to tell us when they like something and when they don’t. If something has gone wrong despite every effort and checks to make sure it doesn’t, the reality is stuff just does. When it happens, we really do want to put it right and make you happy. So please tell us, don’t just walk away.
