OUR POST COVID-19 CUSTOMER CARE ROUTINES
Covid-19 In Person Training Guide
June 2020
ACUITY POLICY:
Our policy is to comply wholly with prevalent guidelines from Her Majesty’s government and any devolved government policy, if working within their jurisdiction. Further, we undertake an update of these on a daily basis and make any changes that are advised, communicating these changes clearly with clients and their stakeholders as we do so. We also undertake where appropriate to go beyond minimum practices and consider advice from advisory bodies and other regulatory authorities such as WHO. We will at all times act within the most conservative guidelines and in the short term will recommend & provide virtual learning. In summary our policy and practice will be as follows;
To liaise proactively with clients and third parties such as hotels, conference facilities etc to ensure safety in terms of social distancing, equipment usage, cleaning, sanitisation and catering for an appropriate number of people, currently set at a maximum of 8
Where possible and weather permitting, we will endeavour to provide learning and development opportunities outside or, in as close to external conditions as possible. We will take an opportunistic, flexible, safety-based and experiential approach to the possibility of learning outside
Before each session we will provide advance notice of the measures we will take in relation to social distancing, as an alternative to shaking hands and other forms of greeting, including reference to enhanced cleaning, sanitisation & air conditioning protocols.
We will undertake to ensure all of Acuity’s equipment, supporting materials and other materials are cleaned and sanitised, as advised, in advance of and throughout planned sessions.
We will ensure all activity based learning is facilitated with due regard for safety and protection. This means, for instance, that delegates will be seated and work together within the confines of prevalent social distancing & PPE guidelines or etiquettes
We will develop cloud based sharing of materials to reduce the risk of infection and with the client’s authorisation, we will offer virtual sessions to prepare for “in person meetings” in advance, foster collaboration and reduce the length of time required to be together in person. We will also offer post review events virtually as further support
We will encourage the use of local venues to reduce the risk and challenge of travel to and from any Client / Acuity event. Where necessary we will travel to the venue 1 day early to ensure that they have all COVID-19 appropriate routines in place & fully functioning
We will take care to understand any health based individual concerns, either for self or family, and operate in a respectful system of interaction that has due care at its core. This includes providing additional, individual virtual support should that be so requested by the client or individual or indeed deemed necessary from a health perspective.
We will offer an entirely flexible approach to delivery that suits and supports the client’s business and review proactively as further developments emerge.
For an agreed time frame we will suspend cancellation cost policies for cancellations that are covid-19 crisis related only, in order to ensure the client is not disadvantaged financially. We will of course provide timely written notice when this condition is changed
We will review and amend our protocols as per government advice and advise the client accordingly of any changes, be they progressive or regressive in the light of infection growth
We are also happy to discuss further measures with clients which may be part of their policy and / or which emerge subsequently from the covid-19 crisis
We trust you find this policy and approach guide helpful but please discuss with us further if you require further information or clarity
Brendan J Melvin, Director
Mobile 07908926852
Email:brendan@acuity-leadership.co.uk
www.acuity-leadership.co.uk