{"id":11023,"date":"2022-04-20T10:45:11","date_gmt":"2022-04-20T08:45:11","guid":{"rendered":"https:\/\/www.altum.lv\/customer-service-standard\/"},"modified":"2022-06-03T15:00:43","modified_gmt":"2022-06-03T13:00:43","slug":"customer-service-standard","status":"publish","type":"page","link":"https:\/\/www.altum.lv\/en\/customer-service-standard\/","title":{"rendered":"Customer service standard"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"11023\" class=\"elementor elementor-11023 elementor-1327\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section altum__default elementor-element elementor-element-e13e4d1 elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"e13e4d1\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f04b821\" data-id=\"f04b821\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a54fe5c elementor-widget elementor-widget-altum-large-header\" data-id=\"a54fe5c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"altum-large-header.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n            <section class=\"topBanner\" style=\"background: #E7F0F3; margin-bottom: 45px; padding-bottom: 25px;\">\n                <div class=\"container\">\n\t\t\t\t\t<div class=\"topBanner__breadcrumbs\"><a href=\"https:\/\/www.altum.lv\" class=\"topBannerBreadcrumb__link\">Altum<\/a><span class=\"topBannerBreadcrumb__indent\">-<\/span><\/div>\n                    <h1 class=\"topBanner__title\">Klientu apkalpo\u0161anas standarts<\/h1>\n\t\t\t\t\t\n                    \n\t\t\t\t\t\n                <\/div>\n            <\/section>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section altum__default elementor-element elementor-element-37cf5cf elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"37cf5cf\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-55adcae\" data-id=\"55adcae\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-89bab80 elementor-widget elementor-widget-text-editor\" data-id=\"89bab80\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3><strong>1. Darb\u012bbas jomas, v\u0113rt\u012bbas<\/strong><\/h3><p>\u00a0<\/p><p>ALTUM ir valsts att\u012bst\u012bbas finan\u0161u instit\u016bcija, kas ar finan\u0161u instrumentiem (aizdevumiem, garantij\u0101m, ieguld\u012bjumiem riska kapit\u0101la fondos u.c.) nodro\u0161ina finan\u0161u instrumentu pieejam\u012bbu jom\u0101s, kuras valsts ir izvirz\u012bjusi k\u0101 svar\u012bgas un atbalst\u0101mas un kur\u0101s pietiekam\u0101 apjom\u0101 nav pieejams kred\u012btiest\u0101\u017eu finans\u0113jums. Programmu \u012bsteno\u0161anai tiek izmantots Latvijas un ES fondu finans\u0113jums.<\/p><p>\u00a0<\/p><h3><strong>Misija<\/strong><\/h3><p>M\u0113s pal\u012bdzam Latvijai augt!<\/p><p>\u00a0<\/p><h3><strong>V\u012bzija<\/strong><\/h3><p>\u00a0<\/p><p>Sadarb\u012bbas partneris un finan\u0161u eksperts tautsaimniec\u012bbas att\u012bst\u012bb\u0101.<\/p><p>\u00a0<\/p><h3><strong>M\u0113r\u0137i klientu apkalpo\u0161an\u0101<\/strong><\/h3><p>\u00a0<\/p><ul><li>Augsts klientu apkalpo\u0161anas standarts, klientiem draudz\u012bg\u0101k\u0101 finan\u0161u instit\u016bcija.<\/li><li>Tirgus nepiln\u012bbu nov\u0113rt\u0113jumam un klientu vajadz\u012bb\u0101m atbilsto\u0161u valsts atbalsta programmu un pakalpojumu efekt\u012bva realiz\u0113\u0161ana.<\/li><li>Klientu un sadarb\u012bbas partneru inform\u0113\u0161ana par pakalpojumiem, efekt\u012bvi izplat\u012b\u0161anas kan\u0101li.<\/li><\/ul><p>\u00a0<\/p><p>\u00a0<\/p><h3><strong>ALTUM v\u0113rt\u012bbas<\/strong><\/h3><h3>\u00a0<\/h3><h3><strong>Izcil\u012bba<\/strong><\/h3><p>Izmantojot pieredzi un rado\u0161u skat\u012bjumu, tiecamies uz izcil\u012bbu it vis\u0101, ko dar\u0101m. Nemit\u012bgi att\u012bst\u0101mies, izdar\u0101m lab\u0101k, nek\u0101 no mums sagaida, uz liet\u0101m un izaicin\u0101jumiem raug\u0101mies rado\u0161i.<\/p><p>\u00a0<\/p><h3><strong>Komanda<\/strong><\/h3><p>Profesion\u0101li str\u0101d\u0101jam vienot\u0101 komand\u0101 ar klientiem un partneriem, radot un \u012bstenojot efekt\u012bvas un klientu vajadz\u012bb\u0101m atbilsto\u0161as valsts atbalsta programmas.<\/p><p>\u00a0<\/p><h3><strong>Atbild\u012bba<\/strong><\/h3><p>Ikdienas darb\u0101 r\u012bkojamies efekt\u012bvi, cie\u0146pilni un godpr\u0101t\u012bgi.<\/p><p>\u00a0<\/p><p>\u00a0<\/p><h3><strong>2. Pamatprincipi sadarb\u012bb\u0101 ar klientiem<\/strong><\/h3><p>ALTUM darbinieks ir savas jomas speci\u0101lists, kas augstu v\u0113rt\u0113 un iev\u0113ro profesion\u0101l\u0101s \u0113tikas un uzved\u012bbas principus, radot pozit\u012bvu, motiv\u0113tu darba vidi un veicinot sadarb\u012bbas partneru un klientu uztic\u012bbu m\u016bsu uz\u0146\u0113mumam.<\/p><p>\u00a0<\/p><p>ALTUM profesion\u0101l\u0101s \u0113tikas galvenie pamatprincipi, kurus m\u0113s uzskat\u0101m par svar\u012bg\u0101kajiem ikdienas darb\u0101:<\/p><ul><li>taisn\u012bgums un god\u012bgums;<\/li><li>cie\u0146a un tolerance;<\/li><li>lojalit\u0101te un atbild\u012bba;<\/li><li>neitralit\u0101te un neietekm\u0113jam\u012bba.<\/li><\/ul><p>\u00a0<\/p><p>ALTUM darbinieks klientu apkalpo\u0161anas pamatprincipus iev\u0113ro attieksm\u0113 pret \u0101r\u0113jiem, iek\u0161\u0113jiem klientiem un sadarb\u012bbas partneriem.<\/p><p>\u00a0<\/p><p>ALTUM darbinieks:<\/p><ul><li>ir ar pozit\u012bvu attieksmi pret klientu un darbu, kuru dara;<\/li><li>attiec\u012bb\u0101s ar klientu nepie\u013cauj vienaldz\u012bbu un pavir\u0161\u012bbu;<\/li><li>izprot klienta intereses, atrod piem\u0113rot\u0101ko risin\u0101jumu;<\/li><li>ir kompetents sav\u0101 darb\u012bbas jom\u0101 un tiecas pilnveidot savas profesion\u0101l\u0101s prasmes;<\/li><li>r\u012bkojas un pie\u0146em l\u0113mumus tikai savas kompetences ietvaros;<\/li><li>apzin\u0101s, ka saskarsmes proces\u0101 ikviens ALTUM darbinieks p\u0101rst\u0101v savu strukt\u016brvien\u012bbu un ALTUM kopum\u0101;<\/li><li>iev\u0113ro korporat\u012bvam stilam atbilsto\u0161u lieti\u0161\u0137u \u0123\u0113rb\u0161an\u0101s stilu atbilsto\u0161i darba pien\u0101kumiem;<\/li><li>iev\u0113ro normat\u012bvajos aktos noteikt\u0101s pras\u012bbas;<\/li><li>nodro\u0161ina klientu sniegtas inform\u0101cijas konfidencialit\u0101ti, iev\u0113rojot normat\u012bvo dokumentu pras\u012bbas;<\/li><li>atz\u012bst savas k\u013c\u016bdas un atvainojas, v\u0113r\u0161ot situ\u0101ciju par labu;<\/li><li>inform\u0113 klientu par nepiecie\u0161amo laiku piepras\u012bt\u0101s inform\u0101cijas sagatavo\u0161anai, ja atbildes snieg\u0161ana nav iesp\u0113jama uzreiz;<\/li><li>ja klienta piepras\u012bjums vai pakalpojums nav darbinieka kompetenc\u0113, iesp\u0113ju robe\u017e\u0101s noskaidro ALTUM kompetento darbinieku un novirza klientu pie \u0161\u012b darbinieka piepras\u012bjuma izpildei vai pakalpojuma snieg\u0161anai;<\/li><li>gad\u012bjum\u0101, ja nevar sniegt nepiecie\u0161amo pakalpojumu, inform\u0113 par pamatotiem iemesliem.<\/li><li>ja klienta piepras\u012bjums vai pakalpojums nav ALTUM kompetenc\u0113, iesp\u0113ju robe\u017e\u0101s noskaidro kompetento instit\u016bciju un par to inform\u0113 klientu;<\/li><li>nepie\u0146em d\u0101vanas, viesm\u012bl\u012bbas pied\u0101v\u0101jumus vai citus materi\u0101lus labumus par sniegto pakalpojumu.<\/li><\/ul><p>\u00a0<\/p><p>\u00a0<\/p><h3><strong>3. Pieteik\u0161an\u0101s ALTUM pakalpojumiem un to sa\u0146em\u0161ana<\/strong><\/h3><p>\u00a0<\/p><p>Inform\u0101ciju par ALTUM pakalpojumiem var sa\u0146emt kl\u0101tien\u0113 konsult\u0101ciju birojos, ALTUM m\u0101jas lap\u0101 www.altum.lv, pa e-pastu vai telefoniski. Katram pakalpojumam\/atbalsta programmai var b\u016bt at\u0161\u0137ir\u012bgs pieteik\u0161an\u0101s un sa\u0146em\u0161anas veids.<\/p><p>\u00a0<\/p><p>Vair\u0101ku pakalpojumu pieteikumu iesnieg\u0161ana tiek veikta elektroniskaj\u0101 vid\u0113 port\u0101l\u0101 www.mans.altum.lv.<\/p><p>\u00a0<\/p><p>\u00a0<\/p><h3><strong>3.1. Klientu apkalpo\u0161ana kl\u0101tien\u0113.<\/strong><\/h3><ul><li>ALTUM pakalpojumus (t.sk. konsult\u0101cijas) kl\u0101tien\u0113 interesenti var sa\u0146emt konsult\u0101ciju birojos neatkar\u012bgi no fiziskas personas deklar\u0113t\u0101s dz\u012bvesvietas adreses vai uz\u0146\u0113muma juridiskas adreses Latvij\u0101, iepriek\u0161 piesakot apmekl\u0113jumu;<\/li><li>inform\u0101cija par klientu apkalpo\u0161anas laikiem, kontaktt\u0101lru\u0146u numuriem un e-pastiem ir pieejama m\u0101jas lap\u0101 <a href=\"https:\/\/www.altum.lv\/\">www.altum.lv<\/a> sada\u013c\u0101 \u201cKontakti\u201d;<\/li><\/ul><p>Apkalpojot klientus kl\u0101tien\u0113, m\u0113s ap\u0146emamies nodro\u0161in\u0101t:<\/p><ul><li>profesion\u0101lu un savlaic\u012bgu klientu apkalpo\u0161anu un konsult\u0101ciju snieg\u0161anu par pakalpojumiem;<\/li><li>korporat\u012bvam stilam atbilsto\u0161u lieti\u0161\u0137u person\u0101la izskatu;<\/li><li>\u0113rtas un t\u012bras telpas, kas p\u0113c iesp\u0113jas pieejamas ar\u012b person\u0101m ar \u012bpa\u0161\u0101m vajadz\u012bb\u0101m.<\/li><\/ul><p>\u00a0<\/p><p>\u00a0<\/p><h3><strong>3.2. Klientu apkalpo\u0161ana pa t\u0101lruni.<\/strong><\/h3><ul><li>Inform\u0101cija par attiec\u012bg\u0101s atbalsta programmas darbinieku kontaktt\u0101lru\u0146u numuriem ir pieejama m\u0101jas lap\u0101 <a href=\"https:\/\/www.altum.lv\/\">www.altum.lv<\/a> sada\u013c\u0101 \u201cKontakti\u201d;<\/li><li>visp\u0101r\u012bga rakstura inform\u0101cija tiek sniegta pa t\u0101lruni + 371 67774010;<\/li><li>klientu port\u0101la mans.altum.lv lietot\u0101ju atbalsta t\u0101lrunis ir +371 67774118;<\/li><li>kvalit\u0101tes kontroles nodro\u0161in\u0101\u0161anai sarunas var tikt ierakst\u012btas.<\/li><\/ul><p>\u00a0<\/p><p>Apkalpojot klientus pa t\u0101lruni, m\u0113s ap\u0146emamies:<\/p><ul><li>atbild\u0113t uz t\u0101lru\u0146a zvaniem ne v\u0113l\u0101k k\u0101 p\u0113c ceturt\u0101 sign\u0101la;<\/li><li>darbiniekam uzs\u0101kot sarunu, identific\u0113t sevi (nosaukt uz\u0146\u0113mumu un v\u0101rdu);<\/li><li>sniegt atbildi uz jaut\u0101jumu vai veikt atzvanu, ja nav iesp\u0113jams sniegt atbildi uzreiz \u2013 viena kontakta laik\u0101.<\/li><\/ul><p>\u00a0<\/p><p>\u00a0<\/p><h3><strong>3.3. Klientu apkalpo\u0161ana pa e-pastu, pastu.<\/strong><\/h3><ul><li>Inform\u0101cija par attiec\u012bg\u0101s atbalsta programmas darbinieku e-pastiem tiek public\u0113ta m\u0101jas lap\u0101 <a href=\"https:\/\/www.altum.lv\/\">www.altum.lv<\/a> sada\u013c\u0101 \u201cKontakti\u201d;<\/li><li>visp\u0101r\u012bga rakstura inform\u0101cija vai jaut\u0101jumi var tikt nos\u016bt\u012bta uz e-pastu altum@altum.lv;<\/li><li>ALTUM adrese pasta v\u0113stules nos\u016bt\u012b\u0161anai: Doma laukums 4, R\u012bga, LV 1050.<\/li><\/ul><p>\u00a0<\/p><p>Apkalpojot klientus pa e-pastu, m\u0113s ap\u0146emamies:<\/p><ul><li style=\"list-style-type: none;\"><ul><li>nos\u016bt\u012bt apliecin\u0101jumu, ka klienta e-pasta v\u0113stule ir sa\u0146emta, ja atbilde klientam netiks sniegta e-pasta sa\u0146em\u0161anas dien\u0101;<\/li><li>sniegt atbildi uz e-pasta v\u0113stuli vienas darba dienas laik\u0101, vai, ja tas objekt\u012bvu iemeslu d\u0113\u013c nav iesp\u0113jams, paskaidrot klientam iemeslus;<\/li><li>atbildes e-pasta v\u0113stuli noform\u0113t atbilsto\u0161i korporat\u012bvam stilam, tai skait\u0101 iek\u013caujot iest\u0101des un darbinieka identific\u0113jo\u0161u inform\u0101ciju (iest\u0101des nosaukums, darbinieka v\u0101rds, uzv\u0101rds un kontaktinform\u0101cija<\/li><\/ul><\/li><\/ul><p>\u00a0<\/p><p>\u00a0<\/p><h3><strong>4. Klientu atsauksmes, ierosin\u0101jumi.<\/strong><\/h3><p>\u00a0<\/p><p>Pakalpojumu pilnveido\u0161anai un kvalitat\u012bvai apkalpo\u0161anai mums ir b\u016btisks klientu viedoklis.<\/p><p>\u00a0<\/p><p>B\u016bsim pateic\u012bgi, ja klients izteiks savu viedokli mutiski vai rakstveid\u0101, ja sniegto pakalpojumu un klientu apkalpo\u0161anas kvalit\u0101te ir uzslav\u0113jama vai neapmierino\u0161a:<\/p><ul><li>piedaloties ALTUM klientu aptauj\u0101s un p\u0113t\u012bjumos;<\/li><li>klientu apkalpo\u0161anas viet\u0101s kl\u0101tien\u0113 vai sniedzot rakstisku atsauksmi;<\/li><li>s\u016btot e-pasta v\u0113stuli uz e-pasta adresi altum@altum.lv;<\/li><li>s\u016btot v\u0113stuli pa pastu Doma laukums 4, R\u012bga, LV 1050;<\/li><li>zvanot pa t\u0101lruni +371 67774010.<\/li><\/ul><p>\u00a0<\/p><p>\u00a0<\/p><h3><strong>5. Klientu sadarb\u012bba ar ALTUM.<\/strong><\/h3><p>\u00a0<\/p><p>Lai sadarb\u012bba b\u016btu abpus\u0113ji veiksm\u012bga, ALTUM sagaida, ka klients:<\/p><ul><li>iepaz\u012bsies ar ALTUM m\u0101jas lap\u0101 public\u0113to inform\u0101ciju par sniegtajiem pakalpojumiem un to sa\u0146em\u0161anas nosac\u012bjumiem, izv\u0113rt\u0113s un izv\u0113l\u0113sies sev \u0113rt\u0101ko komunik\u0101cijas veidu;<\/li><li>komunik\u0101cij\u0101 b\u016bs atv\u0113rts, god\u012bgs un sadarbosies ar ALTUM darbinieku;<\/li><li>iztur\u0113sies pret m\u016bsu person\u0101lu ar piekl\u0101j\u012bbu un cie\u0146u;<\/li><li>sniegs patiesu un piln\u012bgu inform\u0101ciju;<\/li><li>piesakot kl\u0101tienes tik\u0161anos, ierad\u012bsies laik\u0101 un iepriek\u0161 pabr\u012bdin\u0101s par kav\u0113jumu vai neiera\u0161anos;<\/li><li>inform\u0113s, ja klients ir ar \u012bpa\u0161\u0101m vajadz\u012bb\u0101m un nepiecie\u0161ama papildu pal\u012bdz\u012bba;<\/li><li>izpild\u012bs normat\u012bvajos aktos noteiktos pien\u0101kumus;<\/li><li>nor\u0101d\u012bs savu kontaktt\u0101lruni vai e-pasta adresi, lai nepiecie\u0161am\u012bbas gad\u012bjum\u0101 ALTUM darbinieks var\u0113tu sazin\u0101ties;<\/li><li>uzr\u0101d\u012bs personu apliecino\u0161u dokumentu, ja tas ir nepiecie\u0161ams pakalpojuma sa\u0146em\u0161anai.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Altum&#8211; Klientu apkalpo\u0161anas standarts 1. Darb\u012bbas jomas, v\u0113rt\u012bbas \u00a0 ALTUM ir valsts att\u012bst\u012bbas finan\u0161u instit\u016bcija, kas ar finan\u0161u instrumentiem (aizdevumiem, garantij\u0101m, ieguld\u012bjumiem riska kapit\u0101la fondos u.c.) nodro\u0161ina finan\u0161u instrumentu pieejam\u012bbu [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-11023","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer service standard - Altum<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.altum.lv\/en\/customer-service-standard\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer service standard - Altum\" \/>\n<meta property=\"og:description\" content=\"Altum&#8211; Klientu apkalpo\u0161anas standarts 1. 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