Customer Service Charter
Clare Tourism Development DAC is a management company operating a range of Day Visitor Attractions and Evening Entertainments in the Clare region and is a subsidiary company of Clare County Council
The Clare Tourism Development DAC attractions ensure both overseas and domestic visitors have a memorable experience in addition to promoting tourism for the entire region.
The mission of Clare Tourism Development DAC is to manage the Attractions and Entertainments in a financially sustainable way and at the same time contribute to the overall tourism industry of the Region.
Our key activities include:
- Operating and managing a range of seven Visitor Attractions namely:
- Bunratty Castle & Folk Park
- Craggaunowen Castle & Crannóg
- Knappogue Castle & Walled Garden
- Inis Cealtra Visitor Experience
- Cliffs of Moher Experience
- Vandeleur Walled Garden & Visitor Centre
- Loop Head Lighthouse
- The Evening Entertainments managed by the company include
- The world famous Bunratty Castle Medieval Banquet
- Knappogue Castle Medieval Banquet
- Clare Tourism Development DAC offers an Annual Calendar of Events at the various sites including major events at Christmas, Easter and Halloween.
- Additional activities include Weddings, Corporate & Incentive Events, Family Fun Days and more.
Our Service Commitment:
Clare Tourism Development DAC is committed to using the principles of Quality Customer Service and Business excellence in all its operations and interaction with customers. Our charter sets out our commitment and the standards of service we aim to provide and applies to everyone who has contact with Clare Tourism Development DAC including:
- Members of the public
- Tour Operators & Travel Agents
- Media
- Corporate Companies
- Colleagues
- Directors
- Other Organisations
- Sponsors and Advertisers
Mission Statement
We are committed to providing a high quality professional service which satisfies all customer enquiries by giving clear, consistent, accurate and prompt information, a memorable visitor experience and a warm friendly welcome.
Our commitment
We are committed to:
- Maintaining a professional manner
- Being courteous and helpful
- Listening carefully
- Providing clear and accurate information
- Responding to enquiries and requests promptly
- Being transparent and accountable
- Being sensitive to special needs
- Advising of all relevant timescales
- Apologising if we make a mistake
- Continuously striving to improve our service standards
Timeliness and Courtesy
Our key pervasive theme is to provide a consistent, friendly and hospitable service that leaves our customers feeling they have had a unique and enjoyable experience. We are committed to providing our services in a polite and helpful way.
To ensure that customers obtain the highest standard of service:
- Staff are required to always greet customers and be helpful, friendly and courteous to them.
- Staff are required to be responsive whether its by phone, E mail or in person.
- All front-line staff are given induction training and ongoing assistance in giving top quality customer service.
- Correspondence requiring response will be acknowledged immediately and responded to in full within a week of receipt.
- All correspondence will carry a contact name and telephone number.
Information
All information provided by Clare Tourism Development DAC to customers will be in a clear, simple and accurate format.
Promote an ethos of Equality and Diversity & official Language Equality.
All customers have the right to the same standard of quality customer services. This is ensured through our compliance with The Equal Status Act 2000. We will strive to meet these expectations through the Irish Language.
Physical Access
We will strive to provide safe, clean and accessible facilities which facilitate those with disabilities and specific needs.
Please note some of our properties are ancient castles and are accessed via steps. If you think you might require assistance accessing the castle or wish to find out more regarding the access procedure please contact our reservations office on 061 711222 and they will be happy to talk you through this.
Consultation and Evaluation
Clare Tourism Development DAC strives to consult regularly with customers and partners in order to focus on key requirements of our customers.
Choice
In our response to customers stakeholders’ requirements we will endeavor to provide a variety of choice in our service delivery.
Internal Customer
We value the expertise of all our employees and continuously strive to ensure that they have the opportunity to grow and develop to their full potential in order to deliver our services professionally and effectively.
Better Co-ordination
We are proactive in our partnership approach to ensuring a co-ordinated and integrated approach to service delivery.
Complaints and Appeals
We are committed to dealing with any complaints in an open, courteous and transparent manner as outlined in our Complaints and Appeals Procedure which is outlined below.
It is Clare Tourism Development DAC's objective to provide a high quality of service in a professional, efficient, and effective manner. If you feel that you haven’t received the best possible standard possible, we would like you to tell us so we can continually improve our service.
If it is not possible to resolve a complaint directly with our member of staff, and you wish to make a formal complaint we request that you use the procedure outlined below, to ensure that the complaint is dealt with effectively and efficiently.
If you feel that your issue or complaint was not dealt with adequately at the time of making it then there is a complaints procedure. Complaints should be sent by E mail to Bunratty@claretourismdev.ie.
If you are still not satisfied with our response then an appeal can be made in writing to a senior manager, please send this for the attention of the general manager to Bunratty@claretourismdev.ie.
For complaints and appeals we will acknowledge your email and investigate. At this stage we will provide you with an indicative timeline for a response. We endeavour to respond to all complaints in a timely manner.