Customer Charter, Cliffs of Moher Information | Cliffs of Moher

Our Mission

To develop and improve the delivery of a world class visitor experience in a safe, welcoming and informative manner while adhering to best practice in the conservation of the Cliffs of Moher, their environs and their heritage. To be efficient and effective and to ensure that our customers are cared for within a friendly environment by professional staff who take pride in their work place and the service they deliver. During the course of our efforts we will promote the County Clare tourist product for the economic and social benefit of the local and broader community.

Introduction

The Cliffs of Moher Visitor Experience mission and values form the basis of our Standards of Conduct and Professional Behaviour. Each employee must make a commitment to understand and work by these values every day.

Our standards of customer service, company integrity and technical expertise have contributed greatly to the success and growth of the organisation.

By accepting responsibility for ones own actions and personal integrity, each staff member plays a valuable role in the organisation’s continued growth.

Contact Details

Cliffs of Moher Visitor Experience, Cliffs of Moher, Co. Clare, Ireland.

Telephone: +353 65 708 6141
Fax: +353 65 708 6142
Email: info@cliffsofmoher.ie
Website: www.cliffsofmoher.ie
Textphone: +353 87 656 6133

If you call to see us …

We will try to arrange meetings at a time that suits you and will not keep you waiting unnecessarily.
If appropriate, we will aim to provide private meeting rooms to discuss your query.
We aim to answer your question fully. If we cannot do this we will arrange to phone you, or write to you if you prefer.
We will ensure that our site complies with occupational health and safety standards.
We will ensure that our site is accessible for people with disabilities.

If you telephone us ….

Our staff will answer your telephone enquiries promptly and politely.
We aim to answer your telephone calls within an overall average of 10 seconds.
We will give our name and the business name.
We aim to answer your questions straight away. If we cannot do so, we promise to take your details and tell you when you can expect to hear from us again.

If you write to us …

We aim to respond to your query in clear plain language within 10 working days. If we cannot do this we will write to explain why and tell you when you can expect a full reply.
If your correspondence relates to a matter that comes within the remit of another organisation, we will inform you accordingly.

Complaints & Feedback

Complaints

You have the right to complain if the standard of service you receive falls short of what is set out in this Customer Charter. Complaints should be addressed, in the first instance, to the relevant individual or department on site that you have been dealing with. If it is not resolved to your satisfaction the complaint should be referred to the Duty Manager and if still not satisfied you will be directed to the Director. Complaints are logged and the Complaint Log is reviewed by senior management regularly.

You can help us by ….

Quoting reference numbers & dates when writing to us about an existing query.
Providing a daytime telephone number or e-mail address in your correspondence if available.
Treating our staff in the way that you would like to be treated yourself.

Feedback

The Cliffs of Moher Visitor Experience team is committed to consulting with our customers and evaluating our services.

  • Providing comments, complaints or suggestions regarding the service you receive.
  • Completing and returning any customer survey forms that we may send you.

If you want to forward a suggestion on how we could improve our service to you, please e-mail info@cliffsofmoher.ie or send your suggestion directly to Customer Services, Cliffs of Moher Visitor Experience, Cliffs of Moher, Co. Clare. Ireland.

Cliffs-Gift-Shop

Timeliness and Courtesy

We will be available to answer telephone calls during working hours from Monday to Sunday (minimum hours 9am to 5pm, although these will increase in the summer season). If we cannot deal immediately with a telephone query we will take details and call back at an agreed time.

We will acknowledge all written communications within ten days of receipt and where possible provide a substantive response within twenty days of receipt. The acknowledgement will state the period required to provide a response if it is outside the twenty day period. All correspondence will provide full contact and reference details.

We will acknowledge all electronic communications within ten days of receipt and where possible provide a substantive response within twenty days of receipt. The acknowledgement will state the period required to provide a response if it is outside the twenty day period. All correspondence will provide full contact and reference details.

Freedom of Information

As an organisation we are responsible for the operation, management and promotion of the Cliffs of Moher Visitor Centre which is owned by Clare County Council.  As such we hold a variety of classes of records including the following:

  • Customer files for individual visitors or tour & coach operator customers
  • Supplier files
  • Accounts data for financial activity
  • Correspondence with customers, suppliers, employees and members of the public
  • Minutes and notes of meetings and calls
  • CCTV footage used for security, health & safety and operational purposes
  • Quantitative and statistical data in relation to visitor numbers, movements and demographics
  • Qualitative data in relation to customer feedback and experience
  • Employee records
  • Regulatory records in relation of health & safety, HACCP and environmental requirements

One of Ireland’s most famous sights, the Cliffs of Moher are entirely vertical and the cliff edge is abrupt. On a clear day the views are tremendous, with the Aran Islands etched on the waters of Galway Bay. From the cliff edge you can just hear the booming far below as the waves crash and gnaw at the soft shale and sandstone.

With a due-west exposure, sunset is the best time to visit.

Lonely Planet
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