- Maintaining a professional manner
- Using plain or easy to understand language
- Being courteous and helpful
- Listening carefully
- Providing clear and accurate information
- Responding to enquiries and requests promptly
- Being transparent and accountable
- Apologizing if we make a mistake
- Being sensitive to special needs
- Being accessible
- Advising of all relevant timescales
- Continuously striving to improve or exceed our service standards
OUR SERVICE STANDARDS
OnyOneBiz Center aim to: use plain Vietnamese and English. When we talk, write or phone, inside and outside the organization, we will present messages and documents in a clear, straightforward and concise way, with the reader or listener in mind.
When you contact us by telephone
- We will answer your call within 4 rings and with a standard greeting: "Good Morning/ Afternoon, what can I help followed by "Name of your company". Or any other configuration that you request.
- We will ring you back if you ask us to.
- We will give you our name and if you need to contact us again, our direct telephone number and/or e-mail address.
- We will try to give you all the advice and information that you need.
When you contact us in writing/by e-mail
- We will give you a meaningful response in 5 working days to local letters or 9 working days to overseas letters.
- We will give you a meaningful response in 3 working days to e mails.
- We will let you know when a full response can be provided if we cannot respond in this timescale.
- We will reply in plain English or Vietnamese.
When you visit us
- We will not keep you waiting for longer than a few minutes.
- We will endeavor to give you all the advice and information that you need.
- We will arrange a private interview room when an appointment has been made.
- We will see you on time when you have an appointment.
- We will give you our name and contact details.
- We will provide a safe and comfortable environment.
- Our staff are trained in safe driving techniques and customer service.
- They understand and assist customers’ needs;
- Wear business attire or uniform when on duty.
Safety and Security
- Have security cameras (CCTV) on all 16 & 17 Floors.
- Liaise closely with the Office Building Management – who manage our premises and conduct joint security operations.
- Focus on identifying and targeting hazards that might lead to safety related incidents; and.
- Meet with local community representatives and leaders to get feedback about how we might further improve safety.
Comfort and Cleanliness
- Set up ready for the serviced and virtual offices within 1 hour of working days upon receiving request.
- Office suites are cleaned everyday
- All the whole building is air-conditioned, environmentally friendly, and accessible.
Complaint Resolution Timeframes
Whether you complain to us over the phone, via e-mail or letter, we will try very hard to sort things out on the spot. We endeavour to acknowledge e-mails within 1 hour, and letters within 5 working days. We endeavour to resolve all complaints within 5 working days.
If your complaint is more complex, we might require a bit more time to investigate it. If so, we will let you know:
- What we need to do.
- Approximately how long it will take; and
- What your reference number is, so that you can enquire about the progress of your complaint.
- We will complete all investigations and provide you with a full response to your complaint within 10 calendar days.
COMPLIMENTS AND COMPLAINTS
Even with the best intentions, things sometimes go wrong. If our service to you does not meet the standard you expect, please let us know. We welcome your comments as your feedback helps us improve services to you.
Working hours: 8:00AM to 6:00 PM Monday to Friday and 8:00AM to 12:00 PM Saturday.
HOW TO CONTACT US?
OnlyOne Biz Center
16th &17th Floor, CJ Building, No. 6 Le Thanh Ton St., Ben Nghe ward, District 1, Ho Chi Minh City, Vietnam.
Tel: +84 28 62556800 (Lines open 8.00am - 6.00pm Mon – Fri; 8.00am - 12.00pm Sat)
Fax: +84 28 62556801