This code of conduct sets clear expectations, ensuring a positive customer experience, maintaining Nyla's standards.
To ensure we provide high quality services to all Nyla customers please review Code of Conduct to ensure professional, ethical, and respectful work environment for all parties. You as a Nyla Partner is bound to the following:
Dependability:
- Meet deadlines and maintain a professional communication.
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Agree to provide accurate estimates and honor them as much as possible. If a situation arises where changes are needed or something unavoidable occurs that impacts the hours or scope, pause the project immediately. Inform the customer of the revised hours or scope, and only proceed once you have their approval for the adjustments.
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Ensure that all onboarding tasks are completed, and any customer concerns are addressed before proceeding to the next phase of onboarding.
- Maintain a high customer review score in the customer feedback forms.
Timing:
- Respond to customer inquiries and requests within a set time frame (24-48 hours maximum) to stay on track during in the onboarding process.
- Complete all tasks and deliverables by agreed-upon deadlines unless unforeseen circumstances arise. If delays are anticipated, notify the customer promptly.
- Manage your time efficiently to ensure smooth onboarding. Prioritize tasks and allocate enough time to provide thorough, quality service to each customer.
- Ensure timely reporting on deliverables in the workbook provided.
Transparency:
- Keep customers updated on milestone progress, including completed tasks, upcoming steps, and any delays or changes.
- Set clear expectations and promptly communicate any challenges or decisions needed from the customer to stay on track.
- Regularly update Nyla Partner Success on milestone progress and any challenges that may affect timelines or customer satisfaction.
- Share key documentation, feedback, and customer approvals to ensure alignment and support from the Nyla
Ownership:
- Take responsibility for assigned tasks and the customer’s success. Follow up and ensure the onboarding process is completed successfully.
- Treat all customer data and information as confidential. Do not share, disclose, or use it for purposes other than the onboarding process.