CUSTOMER SERVICE

The financial services sector is, by its essence, a 'people' business, which is driven by excellence in customer service. At the core of the IBS Mission is the development of the human potential in this sector and customer service is therefore a critical component of all IBS activities and a focus of each staff member of IBS.

The IBS always strives to innovatively meet its customers' needs and exceed their expectations by:

	Fostering a participatory way of doing business in which the opinions and input of its customers are sought and considered prior to making decisions.
	Developing actions in a proactive, collaborative way with its stakeholders.
	Achieving peak levels of performance by continually improving its products, services, processes and business practices.

As part of its uncompromising commitment to providing superior customer service, the IBS will always:

	Be proactive in identifying its customers' needs and will offer services and products that meet such needs in order to help its customers make informed decisions and operate more efficiently and effectively.
	Treat customers with respect and courtesy.
	Respond to customers' requests in a clear and timely manner.
	Keep confidential all aspects of business dealings with its customers.
	Create a pleasant learning and development environment for its customers.
	Provide appropriate and equitable access to learning and development services for all customers.
	Use customers' comments and suggestions to help IBS improve its services, products and processes.