Customer & Quality Policy

Intent
This Customer and Quality Policy formalises our commitment to providing the best possible service
to our dealers.

The aims of our Customer and Quality Policy are to:

• make transactions easier for dealers.
• provide dealers with a consistent level of customer care.
• provide clarity around complaints and dispute resolution processes.
• help achieve the vision, goal and mission of our organisation.
• always offer the best and most suitable goods.

Scope
This policy and associated procedures apply to all directors, staff and contractors working for the
organisation.

Policy
SME Global Trade LLC. prioritises the respectful handling of dealer complaints.
SME Global Trade LLC. commits to the following principles and practices in dealer service.

Friendly, professional dealer interactions
We will:
• Speak respectfully to dealers at all times
• Listen carefully and allow dealers time to explain the circumstances fully
• Convey a sound knowledge of the business, including its goods, services and guidelines
• Respect dealer privacy and confidentiality.

Accurate and consistent information about goods and services
We take active measures to ensure that we:
• Always communicate factually, honestly and accurately to dealers, whether in writing,
verbally or face-to-face
• Keep publicly available information about goods and services updated
• Provide a clear explanation of our dispute resolution process.

Website
Management and staff will;
• Ensure that the information contained on the website is updated and accurate
• Ensure that contact information is updated
• Answer dealer enquiries with 2 days period.

Responsibility and Review
This Customer and Quality Policy is the responsibility of the Management of SME Global Trade LLC..
This policy was last updated 01.01.2024 and will be reviewed 31.12.2024