At the Alliance Tattoo Studio, we highly value the opinions of our clients. The feedback policy is aimed at ensuring a transparent, prompt, and effective process for collecting, processing, and responding to reviews, complaints, and public inquiries. We strive for continuous improvement of services, guaranteeing confidentiality, fairness, and quick resolution of issues. This policy demonstrates our commitment to transparency and customer focus.
Feedback channels
We accept reviews, complaints, and inquiries through various convenient channels to ensure accessibility for all clients. Processing hours: daily from 10:10 to 19:00 (Kyiv time). On weekends and holidays, inquiries are registered automatically, and processing begins on the next business day.
Channels:
- Phone: Call us at (097) 591 8000
- Messengers: Telegram, WhatsApp, Signal, or Viber at +380975918000
- Social networks: Send direct messages via Instagram
Process of Receiving and Handling Requests
We ensure a structured process from registration to closure of requests to guarantee efficiency and transparency.
- Reception and Registration: Upon receiving feedback or a complaint, each request is registered in an electronic registry with a unique number (your phone number).
- Processing: The request is automatically reviewed by the shift administrator, and important messages are forwarded to the chief administrator. Simple requests (e.g., consultations) are handled by the administrator within an hour during working hours, complex ones involve various staff (tattoo artists) within the business day.
- Response Time:
– Acknowledgment of receipt: within 24 hours.
– Initial response (with action plan): within 2-3 business days.
– Full resolution: up to 14 days for typical situations, up to 30 days for complex cases (e.g., related to tattoo healing and circumstances review). - Closure of Request: After resolution, the client receives a final response with details. The request is closed only after confirming client satisfaction.
Verification and Investigation Rules
To ensure objectivity, we conduct a thorough verification of information. Data collected include: client name, visit date, problem description, photos/videos (if provided). Internal verification includes:
– Reviewing surveillance records (with confidentiality maintained).
– Interviewing involved staff.
– Analyzing other information (agreement, receipt, medical recommendations).
Investigation is conducted by a commission of 3 people: shift administrator, tattoo artist, and chief administrator. Results are recorded in the electronic registry.
Approach to Public Complaints
On public platforms (social networks, review sites), we respond promptly to maintain reputation and trust.
- Monitoring: Weekly review of mentions.
- Responses: Public responses are given only to constructive complaints, with an invitation to continue privately (direct message/messenger). We do not respond to trolling or fake messages.
- Response Template Examples:
– For positive feedback: “Thank you for your kind words! We are glad you are satisfied. We look forward to seeing you again!”
– For a complaint: “Good day! We are sorry to hear about your experience. Please send us details in a private message describing the situation for prompt investigation.”
– Upon resolution: “The issue has been resolved. Thank you for your patience!”
Personal Data Protection
When handling complaints, we strictly comply with the Law of Ukraine “On Personal Data Protection”. All data is processed confidentially and not disclosed to third parties. Details can be found in our Privacy Policy. Clients may request to cease communication after the request is closed.
Correction and Compensation Procedures
In case of confirmed errors, we offer:
- Free tattoo correction.
- Refund (partial/full).
- Compensation (discount on next visit).
Conflict resolution occurs by mutual agreement; in disputed cases – through mediation or court.
E-E-A-T: Experience, Expertise, Authority, Trustworthiness
We follow E-E-A-T principles to ensure quality responses:
- Experience and Expertise: Responses are prepared by qualified specialists (studio administrators under supervision of the senior administrator responsible for service quality).
- Authority: Responses are supported by evidence: procedure photos (anonymized), receipts/invoices, artists’ portfolios (visually confirming their experience and competence).
- Trustworthiness: All changes are recorded in electronic registries and correspondence.
Employee Checklist for Handling a Complaint
- Register the request in the registry.
- Send acknowledgment to the client.
- Collect initial data: description, evidence.
- Forward the message to the chief administrator for review.
- Conduct internal investigation (interview, situation check).
- Prepare response with evidence (E-E-A-T).
- Send client action plan and deadlines.
- Resolve the issue (correction/compensation).
- Close the request in the registry, record changes.
This policy is current as of today. We reserve the right to make changes with client notification.
For any questions, you can write in the chat or via Telegram.