PMC Code of Ethics - Customer Service

CONTENT 04

Introduction

06

Terms and Definitions

10

Chapter 1 : Scope of Application and General Principles

18

Chapter 2: Code of Conduct with Customers

24

Chapter 3: Internal Code of Conduct

30

Chapter 4: Information Confidentiality

36

Chapter 5: Service Evaluation and Improvement

42

Chapter 6: Employee Responsibilities and Authority

48

Chapter 7: Training and Development

INTRODUCTION The “Code of Ethics for Customer Service” of PMC is developed to establish ethical guidelines and behavioral standards for all employees. Based on international standards, this code assists in employees clearly understanding their obligations and authority, while also improving service quality and building solid trust with customers and partners.

The objective of this code is to ensure that PMC employees provide the highest quality of customer service, meeting the needs and expectations of customers, while also aiming to create a professional working environment where all employees adhere to ethical rules and collaborate to cultivate a positive and effective workplace culture.

04

Code of Ethics - Customer Service

05

TERMS AND DEFINITIONS

06

Code of Ethics - Customer Service

COMPETENCY Trained and appropriately qualified through knowledge and practical experience in the field of customer service, and provided with the necessary guidance to perform tasks accurately and professionally.

COMPLAINT A customer’s expression of dissatisfaction directed towards an organization, related to service quality, staff attitude, or complaint handling processes, where a response or resolution is either explicitly or implicitly expected.

CUSTOMER An organization or individual receiving services, including anyone who interacts with and utilizes the services provided by PMC. Note 1: Customers can be internal or external to the organization, such as Developers, Building Owner’s Committees, Residents, Tenants, Contractors, Service providers, Corporate clients, end users, or beneficiaries of services.

Note 2: For the purposes of this Standard, the term “customer” also refers to potential customers who have not yet used the service but may do so in the future.

07

CUSTOMER-ORIENTED Established around the needs and expectations of customers, ensuring that all processes and activities focus on enhancing the customer experience.

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) A model for managing a company’s interactions with current and future customers to build sustainable relationships and improve customer satisfaction.

CUSTOMER SATISFACTION The customer’s perception of how well their requirements and expectations are met through the provided service.

CUSTOMER SERVICE The organization’s interactions and support for customers throughout the service lifecycle, from initial contact to post-service use.

CUSTOMER VULNERABILITY A condition in which customers are at risk of being misunderstood, exploited, or disadvantaged when accessing or using services or seeking resolution of issues.

08

Code of Ethics - Customer Service

FEEDBACK Opinions, comments, and expressions of interest from customers help to improve service quality on an ongoing basis.

KEY PERFORMANCE INDICATORS (KPIs) Metrics used to assess the effectiveness of customer service processes.

MANAGEMENT SYSTEM A system for establishing policies and objectives and achieving those objectives through continuous management and improvement.

OBJECTIVES Specific outcomes must be achieved to meet strategic goals and enhance the quality of customer service.

ROOT CAUSE ANALYSIS A problem-solving method that identifies the root causes of issues related to customers or service quality, allowing for analysis and corrective actions to improve future services.

09

CHAPTER 1 SCOPE OF APPLICATION AND GENERAL PRINCIPLES

10

Code of Ethics - Customer Service

1.1

SCOPE OF APPLICATION This code of ethics applies to all PMC personnel and departments involved in customer service, such as Front Desk and service supervisors… The purpose of this application is to ensure that every employee clearly understands and adheres to ethical standards in their job, allowing PMC to provide the best service to customers while also building and sustaining its reputation.

11

1.2

12

GENERAL PRINCIPLES

Code of Ethics - Customer Service

13

¾ Report issues to supervisors promptly and accurately for support and resolution. All reports must be honest and complete, with no information being concealed or falsely reported. ¾ Maintain a professional attitude in all settings, including attire, communication, and problem-solving. Employees must demonstrate enthusiasm, friendliness, and a willingness to assist customers.

14

Code of Ethics - Customer Service

¾ Continuously learn and improve professional skills to better serve customers. Participate in all company-organized training and seminars. ¾ Protect PMC’s image and reputation by avoiding problematic actions. Any improper conduct, whether during or after working hours, may harm the company’s reputation. ¾ Maintain transparency in all activities so that customers and partners have all the necessary information.

All information provided must be clear, accurate, and not misleading.

¾ Comply with all company regulations and related laws, ensuring transparency and honesty in work. Employees must understand and follow regulations regarding information security and personal data protection. ¾ Ensure financial transactions and activities are transparent and honest. Do not engage in any fraudulent activities, corruption, or abuse of power for personal gain.

15

1.3

CODE OF CONDUCT WITH CUSTOMERS

¾ Maintain a polite, respectful, and friendly attitude when communicating with customers.

Always retain a welcoming demeanor and willingness to assist.

Customers should feel like they are always welcome and cared for. ¾ Listen to customer feedback and respond in a timely and accurate manner. Ensure that all customer requests and inquiries are appropriately addressed.

Acknowledge and respond to even the smallest complaints to improve service. ¾ Identify and address customer concerns quickly and effectively.

Make sure customers do not have to wait long and always offer reasonable solutions. ¾ Report difficult situations immediately to a supervisor for timely support. Ensure that complex issues are resolved thoroughly and do not reoccur. Employees must be capable of assessing situations and offering appropriate solutions.

16

Code of Ethics - Customer Service

1.4

INTERNAL CODE OF CONDUCT

¾ Cooperate and support colleagues in their work by sharing knowledge and skills for mutual development. Ensure a united and supportive work environment. Every employee should contribute to the overall growth of the department and company. ¾ Respect the opinions of colleagues and work together to find the best solutions for arising issues. Encourage creativity and idea sharing from all team members. Every idea is valuable and should be heard.

¾ Maintain a positive, proactive, and responsible work attitude.

Continuously strive to complete tasks with the highest quality.

Employees must always be ready to face any challenges and difficulties. ¾ Demonstrate resilience in the face of pressure and challenges at work, and strive to continuously improve personal competencies. Prepare to respond to unexpected and difficult situations. Flexibility and adaptability are key elements in the job.

17

CHAPTER 2

CODE OF CONDUCT WITH CUSTOMERS 18

Code of Ethics - Customer Service

2.1

COMMUNICATION WITH CUSTOMERS

¾ Employees must communicate with customers in a polite, respectful, and friendly manner. This includes using appropriate language, avoiding misunderstandings, and ensuring no discrimination occurs. ¾ Maintain a welcoming attitude and be willing to assist customers in any situation. Every interaction with a customer is an opportunity to build a positive relationship and create a good impression. ¾ Actively listen to customers’ opinions without interrupting, and fully understand their needs.

Acknowledge all customer feedback, from minor complaints to more significant suggestions. ¾ Respond promptly and accurately to all customer requests and inquiries. Ensure that your response is constructive and helps resolve the customer’s issues.

19

2.2

RESOLVING CUSTOMER ISSUES

¾ Identify and resolve customer issues quickly and efficiently. This includes identifying the root cause of the issue, proposing solutions, and performing necessary corrective measures. ¾ Don’t keep customers waiting. Offer reasonable and timely solutions to ensure customers feel valued and respected. ¾ Report difficult situations immediately to a supervisor for timely support. Ensure that all complex issues are resolved thoroughly and do not reoccur. ¾ Monitor and evaluate the effectiveness of the solutions implemented. Ensure that corrective actions not only address current concerns but also avoid recurrence.

20

Code of Ethics - Customer Service

2.3

BUILDING AND MAINTAINING CUSTOMER RELATIONSHIPS

¾ Maintain transparency and honesty in all communications and actions with customers. Do not provide misleading or false information. ¾ Ensure that all promises and commitments to customers are fulfilled on time. If any changes occur, notify customers promptly and offer appropriate alternative solutions. ¾ Regularly conduct regular customer satisfaction surveys and feedback. This helps identify strengths and weaknesses in the improvement service. ¾ Continuously seek to improve service quality based on customer feedback.

Ensure that all customer suggestions and complaints are taken seriously and addressed properly.

21

2.4

MANAGING CUSTOMER FEEDBACK AND COMPLAINTS

¾ Employees must handle all customer complaints professionally. Make sure that customers feel heard and respected. ¾ Analyze the root cause of complaints to propose effective corrective measures. This includes identifying processes or services that need improvement.

22

Code of Ethics - Customer Service

¾ Provide reasonable and feasible solutions to address customer complaints. Ensure that these solutions meet customer expectations and do not cause further inconvenience. ¾ Follow up on the implementation of solutions and evaluate their effectiveness. Ensure that all issues are thoroughly resolved and that the customer is satisfied.

23

CHAPTER 3

INTERNAL CODE OF CONDUCT

24

Code of Ethics - Customer Service

3.1

TEAMWORK

¾ Foster a cooperative and supportive workplace.

Employees should be prepared to assist colleagues when necessary and share knowledge and skills for mutual development.

¾ Respect and listen to colleagues’ opinions, especially during meetings or group discussions. Encourage everyone to share their ideas and solutions to emerging issues.

¾ Build a united work environment where everyone can trust and rely on each other to complete tasks.

Make sure that everyone feels supported and respected.

¾ Evaluate colleagues’ opinions and contributions fairly and without bias. Every opinion is valuable and should be considered.

25

3.2

WORK ATTITUDE

¾ Maintain a positive, proactive, and responsible work attitude.

Employees should be selfmotivated to complete tasks and be willing to take on additional responsibilities when needed. ¾ Continuously develop personal skills to meet job requirements.

Participate fully in company training programs and workshops.

26

Code of Ethics - Customer Service

¾ Be prepared to face work pressure and challenges.

Employees must be adaptable and respond quickly to changes and new demands. ¾ Be prepared to face work pressure and challenges.

Employees must be adaptable and respond quickly to changes and new demands.

3.3

INTERNAL COMMUNICATION

¾ Ensure that all information related to work and important decisions is communicated transparently and clearly. Employees should be kept fully and promptly informed about company changes and plans. ¾ Communicate clearly to avoid misunderstandings. Ensure that all information is conveyed accurately and completely. ¾ Listen sincerely and respectfully to colleagues’ opinions and feedback.

Encourage everyone to provide input and feedback on work-related matters. ¾ Provide constructive and supportive feedback to help colleagues improve and grow. Avoid feedback that is harsh or hurtful.

27

3.4

HANDLING INTERNAL CONFLICTS ¾ Employees should promptly identify and report internal conflicts. Ensure that all conflicts are addressed transparently and fairly. ¾ Employees should report conflicts to supervisors for support and resolution.

Ensure that conflicts do not interfere with work or the work environment. ¾ Use reasonable and fair solutions to resolve conflicts. Ensure that all involved parties feel heard and respected. ¾ Monitor and evaluate the effectiveness of the solutions implemented. Ensure that conflicts are thoroughly resolved and do not reoccur.

28

Code of Ethics - Customer Service

29

CHAPTER 4 INFORMATION CONFIDENTIALITY 30

Code of Ethics - Customer Service

4.1

CUSTOMER INFORMATION CONFIDENTIALITY ¾ All employees must comply with the company’s information confidentiality policy and relevant legal regulations.

Personal customer information must not be disclosed to third parties without the customer’s consent. ¾ Ensure that all employees are trained on information confidentiality regulations and procedures. Employees must fully understand and strictly adhere to customer information protection measures. ¾ Customer information must be securely and confidentially stored. Technical and organizational measures must be used to protect data from unauthorized access, loss, or damage. ¾ Access to customer information is granted only to authorized employees who need it to perform their duties. All access must be closely monitored and controlled to ensure confidentiality. ¾ Employees must immediately report any information security breaches to their supervisors or the security management department. Security breaches must be handled according to the company’s policy and legal regulations. ¾ Apply corrective and preventive measures to prevent future security breaches. This includes updating procedures and retraining employees on information confidentiality.

31

4.2

INTERNAL INFORMATION CONFIDENTIALITY

¾ Employees must comply with the company’s internal information confidentiality policy.

Internal information must not be disclosed to third parties without management’s consent. ¾ Ensure that all employees are trained on internal information confidentiality regulations and procedures. Employees must fully understand and strictly adhere to internal information protection measures. ¾ Internal information must be securely and confidentially stored. Technical and organizational measures must be used to protect data from unauthorized access, loss, or damage.

32

Code of Ethics - Customer Service

¾ Access to internal information is granted only to authorized employees who need it to perform their duties. All access must be closely monitored and controlled to ensure confidentiality. ¾ Employees must immediately report any information security breaches to their supervisors or the security management department. Security breaches must be handled according to the company’s policy and legal regulations. ¾ Apply corrective and preventive measures to prevent future security breaches. This includes updating procedures and retraining employees on information confidentiality.

33

4.3

ONLINE INFORMATION CONFIDENTIALITY

¾ Employees must comply with the company’s social media policy. Confidential information must not be disclosed on social media, and all social media activities must adhere to the company’s regulations. ¾ Ensure that employees are trained and guided on how to use social media safely and securely.

Employees must understand the risks associated with sharing information on social media and how to avoid them.

34

Code of Ethics - Customer Service

¾ Implement a social media response procedure to ensure that all feedback is handled promptly and professionally. This includes monitoring social media conversations and responding quickly to customer inquiries and complaints. ¾ Use standard response templates to ensure consistency and professionalism in all social media responses. Employees must be trained on how to use these templates effectively. ¾ Implement a crisis communication procedure to minimize damage and prevent crises from escalating. This includes identifying and assessing crises, establishing a crisis management team, and appointing a spokesperson. ¾ Ensure effective internal communication throughout the crisis management process. All employees involved must be promptly and fully informed of the crisis and the measures being taken.

35

CHAPTER 5 SERVICE EVALUATION AND IMPROVEMENT

36

Code of Ethics - Customer Service

5.1

¾ Develop and maintain a system for evaluating the effectiveness of customer service. This system includes specific criteria and measurement tools such as surveys, customer feedback, and periodic reports. ¾ Identify key evaluation criteria such as customer satisfaction, issue resolution time, service quality, and the ability to meet customer requests. Ensure that these criteria accurately reflect the company’s goals and standards.

SERVICE EFFECTIVENESS EVALUATION

¾ Collect customer feedback through surveys, interviews, and online feedback systems. Ensure that all customer feedback is acknowledged and processed seriously. ¾ Analyze customer feedback to identify service strengths and weaknesses. Use the analysis results to improve service quality and better meet customer needs.

37

5.2

CONTINUOUS IMPROVEMENT

¾ Develop and implement regular training programs for employees on customer service skills, conflict management, and information security. Ensure that employees are constantly updated with the necessary knowledge and skills to perform their jobs effectively. ¾ Encourage employees to participate in courses and workshops to enhance their professional and operational skills. Support employees in developing soft skills such as communication, problem-solving, and teamwork. ¾ Apply advanced technologies to improve service efficiency and quality. This includes using Customer Relationship Management (CRM) systems, process automation technologies, and data analysis tools. ¾ Use data management tools to collect, store, and analyze customer information. Ensure that data is managed efficiently and securely, helping to enhance service quality and better meet customer needs.

38

Code of Ethics - Customer Service

5.3

PROCESS AND STANDARD DEVELOPMENT ¾ Develop standardized processes for all customer service activities.

Ensure that all employees understand and follow these processes to maintain consistency and efficiency in their work. ¾ Regularly review and improve processes to meet changing customer needs and market demands. Encourage employees to propose improvement measures and participate in process improvement activities. ¾ Apply international service quality standards to achieve optimal quality and efficiency. ¾ Conduct regular inspections and evaluations to ensure that all activities and processes comply with the established quality standards. Use inspection results to adjust and improve processes.

39

5.4

CUSTOMER RELATIONSHIP MANAGEMENT

¾ Organize activities and events to strengthen the bond between customers and the company. Use promotions and incentives to attract and retain customers. ¾ Use a Customer Relationship Management (CRM) system to track and manage customer information.

Ensure that all customer data is updated and used effectively to improve service quality. ¾ Ensure that all customers receive attentive and dedicated care. Build long-term relationships with customers by providing quality services and meeting all their needs.

40

Code of Ethics - Customer Service

¾ Ensure the confidentiality and security of customer information.

Comply with information security regulations and ensure that customer data is only accessed and used by authorized personnel.

5.5

SERVICE PERFORMANCE MEASUREMENT AND REPORTING

¾ Identify key performance indicators (KPIs) to evaluate the effectiveness of customer service.

These indicators include customer satisfaction, issue resolution time, customer retention rates, and financial indicators. ¾ Regularly monitor and report on KPIs to assess service effectiveness. Use reports to analyze and propose improvement measures. ¾ Use data analysis tools to analyze information from reports and customer feedback. Identify trends and patterns to propose improvement measures. ¾ Develop a service improvement plan based on analysis results. Ensure that all improvement measures are implemented effectively and provide maximum benefits to customers.

41

CHAPTER 6 EMPLOYEE RESPONSIBILITIES AND AUTHORITY 42

6.1

Code of Ethics - Customer Service

EMPLOYEE RESPONSIBILITIES

¾ Employees must fully comply with the company’s ethical standards and regulations.

This includes communication, information confidentiality, and work procedure regulations. ¾ Employees must perform their assigned tasks and responsibilities correctly, ensuring the quality and efficiency of their work. All tasks must be completed on time and meet the specified requirements.

¾ Employees must provide highquality services that meet all customer needs and expectations.

Any arising issues must be resolved quickly and effectively. ¾ Employees must communicate alitely, and respectfully.

All customer feedback must be acknowledged and addressed promptly.

¾ Employees must fully participate in company-organized training programs and workshops. They should continuously learn and improve their professional skills to meet job requirements. ¾ Share knowledge and skills with colleagues for mutual development. Ensure the work environment fosters creativity and teamwork.

43

6.2

EMPLOYEE AUTHORITY

¾ Employees can recommend process improvements and customer service enhancements. All proposals must be carefully considered and evaluated. ¾ Employees can help improve the company’s procedures and operations.

Ensure that any improvement measures benefit both the company and customers. ¾ Employees have the right to be protected from harassment, discrimination, and other workplace violations. Any violations must be reported and addressed promptly.

44

Code of Ethics - Customer Service

¾ Employees have the right to receive training and develop professional skills to meet job requirements. The company must offer the best opportunities for employees to develop and grow. ¾ Employees can contribute their opinions on matters related to work and company operations. All contributions must be carefully listened to and considered. ¾ Participation in decision-making: Employees have the right to make work-related decisions. Ensure that all decisions are made with consensus and cooperation.

45

6.3

RESPONSIBILITIES AND AUTHORITY OF MANAGEMENT

1) Management is responsible for leading and guiding employees in their work. Ensure that all employees clearly understand their tasks and goals.

2) Management must supervise and support employees during their work.

Ensure that any arising issues are resolved promptly and effectively.

3) Management has the authority to make decisions related to the department’s work and activities.

Ensure that all decisions are made after careful consideration and are reasonable.

4) Management has the authority to assign tasks and adjust employees’ workloads to ensure work efficiency.

Ensure that all tasks are assigned fairly and appropriately.

46

Code of Ethics - Customer Service

47

CHƯƠNG 7

TRAINING AND DEVELOPMENT

48

Code of Ethics - Customer Service

7.1

TRAINING PROGRAMS

¾ The company organizes regular training programs for employees on the necessary customer service skills, such as communication skills, problem-solving, conflict management, and information security.

¾ Organize specialized courses in areas such as customer management, after-sales service, and service quality management.

Employees are selected to attend courses suitable to their position and development needs.

¾ Use diverse training methods such as in-person training, online learning, and practice sessions.

Ensure that employees can immediately apply the knowledge and skills they have learned to their daily work.

¾ Support employees in participating in courses and training programs to obtain international certificates and qualifications.

This not only enhances the employees’ professional qualifications but also boosts the company’s reputation.

49

7.2

ENCOURAGING LEARNING AND DEVELOPMENT

¾ Foster a learning culture within the company and encourage employees to seek opportunities for learning and development.

Create a work environment where employees feel comfortable sharing their knowledge and experience. ¾ Provide learning resources such as books, materials, and online courses. Ensure that employees can easily access these resources for self-learning and growth.

50

Code of Ethics - Customer Service

¾ Develop clear career progression paths for employees. Ensure that all employees have opportunities for growth and promotion based on their abilities and performance. ¾ Encourage employees to explore other positions within the company to enhance their skills and expertise. This helps employees gain a more comprehensive view of their work and enhances their adaptability.

7.3

TRAINING EFFECTIVENESS EVALUATION

7.3.1 Monitoring and Evaluation ¾ Develop a mechanism to evaluate the effectiveness of training programs. This mechanism includes evaluation criteria such as employee satisfaction, post-training knowledge and skills, and training’s impact on job performance. ¾ Conduct surveys and collect feedback from employees after each training program. Use survey results to assess the program’s effectiveness and propose improvements. ¾ Update and improve the training program based on evaluation results and feedback. Ensure that training content is always relevant to practice and meets employees’ development needs. ¾ Provide continuous training to ensure that employees are always updated with the latest knowledge and skills. Encourage employees to attend advanced training and professional development programs.

51

7.4

SUPPORT AND GUIDANCE FOR NEW EMPLOYEES

¾ Organize an initial orientation program for new employees to introduce the company and its work culture and processes. Ensure that new employees understand their roles and responsibilities from the first day of work. ¾ Provide guidance on daily tasks and work processes. New employees must be guided by experienced staff or direct managers to quickly become familiar with and adapt to the job.

52

Code of Ethics - Customer Service

¾ Assign an on-the-job training mentor for each new employee. The mentor must support the new employee during work, answer questions, and help them develop their skills. ¾ Monitor new employees’ growth and conduct periodic evaluations. Use the evaluation data to identify areas for improvement and offer timely support.

53