CUSTOMER CARE POLICY 

Pixie Dust Kids Spa is committed to delivering excellent customer service. This customer care policy sets out what this commitment means in practice, what our customers can expect from us and what we expect from our customers. As a Children’s Spa/Party Venue, and Online Retail Store we provide a wide range of services and it is important that everyone receives the same high quality response. 

 

Our Promise to You 

We are committed to promoting access to our services and offering choice wherever possible in the services we provide and the way we deliver them. We take pride in providing an efficient, caring and professional service in a kid friendly environment. 

 

Responses 

Our customer contact should be provided in the most appropriate format. For example, it is not necessarily the case that all emails will receive an emailed response. We will ensure that you are dealt with: 

• Quickly 

• Fairly

• In a courteous, helpful manner 

 

Our Customer Care Standards 

Face to face contact 

We will: 

• Make sure that our buildings are clean and accessible 

• Display the opening times of our facility and adhere to them 

• Greet guest and introduce ourselves

• Respect your privacy, offering private areas for discussion if required 

• Make sure our staff identify themselves by wearing name badges 

• Listen to you and respond to you and your child’s needs 

• Be welcoming, courteous and helpful at all times 

 

Contact by Telephone 

We will: 

• Aim to answer the telephone during normal working hours.

• Attempt to resolve your query at the first point of contact. If this is not possible we will pass your call to someone who can help and ensure that you have the name of the staff member dealing with the query. 

 

Contact in Writing 

We will: 

• Aim to respond to standard written enquiries within five working days (one week) of receipt, resolving the issues raised if at all possible. If the issue is more complicated and likely to take longer to resolve, we will give you an idea of how long this will take. 

• Ensure that where service areas have other specific targets regarding written correspondence, for example, complaints, that customer of these services are aware of the relevant standards that apply. 

• Ensure that within the response provided customers are given a named contact of the staff member dealing with the issue 

 

Contact by Email Messaging 

We will: 

• Aim to respond to emails sent to our general mail box, info@pixiedustkidsspa.com except on weekends or during bank holidays. All emails should at least receive an acknowledgement within one working day stating when a full reply, that will be made if it is not possible to deal with the inquiry immediately. 

• Aim to provide a full response to email message inquiries within 48 hours of receipt, resolving the issues raised if at all possible. 

• Ensure that where service areas have other specific targets regarding written correspondence, complaints, that customers of these services are aware of the relevant standards that apply. 

• Ensure that within the response provided customers are given a named contact of the staff member dealing with the issue 

 

Customer Feedback 

If you feel that we have not met the standards set out in this policy you can speak to a customer care advisor or use our Pixie Dust Kids Spa Website (www.pixiedustkidsspa.com) to give us your feedback. Contact details can be found under Contact Us on the website. All feedback received will be investigated and receive a full response. 

 

Monitoring & Review 

We will update this Policy on an annual basis (or sooner, if deemed necessary as a result of customer feedback). 

 

More Information 

You can find out more information about Pixie Dust Kids Spa by contacting us by phone, e-mail or via our website