Customer Service Policy

Overview

It is very important to us that our customers are happy, that we make things right should they need our help. Our Customer Service Policy is reflective of our values and these values form the foundation for working with our customers.  Each interaction with customers will revolve around honesty, empathy, care, and teamwork. 

Our commitment to high standards is reinforced in this Customer Service Code of Conduct. Customer Service is really about helping others through communication and action. We want our customers to trust us, confident that our decisions and procedures are ethical and fair. This code provides clear direction on conduct when supporting customers. It applies to all employees, contractors and others acting on behalf of Lark.

Code of Conduct

1. We care for our customers. Your concerns are taken very seriously, with the appropriate sense of urgency, attention and empathy. This means listening intently, making notes, and confirming understanding before taking action. Issues that are unable to be resolved immediately will be escalated to a manager for timely resolution.
2. We embrace your complaints as opportunities to impress you. Instead of reacting defensively, we commit to resolving your issue or request with urgency, clarity, and to your complete satisfaction.
3. We provide honest responses, and do not make promises we cannot keep. We conduct ourselves with integrity. We will deliberate carefully before making commitments or promises, because we understand nothing annoys customers more than a broken one.
4. We treat all information received from you as proprietary and for the purpose of benefiting our partnership.

Feedback

Our primary goal is to surpass your expectations in every interaction. Comments and feedback from you regarding how well your expectations are being met are welcomed and appreciated.

While we take utmost care to ensure that we provide our services efficiently, courteously and to a high standard, we understand that complaints may occur. A complaint, however it is made, will be investigated, resolved, and used as a means to improve our standards of service. If at any time during your interaction with Lark you are not happy with the level of service you experience, please submit a detailed summary of your concern(s) in writing to hello@larkathome.com. All concerns will be appropriated to the person or department best suited to respond. We will acknowledge all written concerns within 1 business day of receipt, followed by a thorough investigation into the issue involved. Resolutions will be discussed with you, and then implemented to ensure your complete satisfaction.

Compliance

Lark fully complies with applicable laws and regulations everywhere we do business. Particular care to ensure compliance is and must always be taken by employees, vendors, or partners acting on Lark’s behalf.