Visitor Experience
CUSTOMER CHARTER
1 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.
The Employee Handbook section on ethics and behaviour provides clear statements
on how everyone in the organisation can work by these values and make the
appropriate business decisions. An understanding of the basic principles will help us
maintain an exemplary record of professional conduct.
Cliffs of Moher Visitor Experience Mission statement
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.
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Cliffs of Moher Customer Charter
2 CONTACT DETAILS
Cliffs of Moher Visitor Experience, Cliffs of Moher, Co. Clare, IRELAND
Telephone:
Fax:
Email.:
Website:
Textphone:
+353 (0)65 7086141
+353 (0)65 7086142
info@cliffsofmoher.ie
www.cliffsofmoher.ie
+353 876566133
Visit our site
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.
Contact by telephone:
If you telephone us ….
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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.
Contact by letter or e-mail
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.
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Cliffs of Moher Customer Charter
3 WEBSITE
We will keep our website
www.cliffsofmoher.ie
up to date and ensure that
it contains information relevant to our customer base. We will abide by best practices
in website accessibility.
4 LANGUAGES
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Information on the Cliffs Exhibition area is available in numerous languages
Signage is also in different languages
Staff language training is provided
5 EQUALITY/DIVERSITY
We are committed to provide equal opportunity in the work place. We provide
information in different languages for the exhibition. Language classes have been
provided to staff to make customers and fellow employees more comfortable.
6 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.
7 HELP US TO HELP YOU
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.
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Cliffs of Moher Customer Charter
8 FEEDBACK
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The Cliffs of Moher Visitor Experience team is committed to consulting with
our customers and evaluating our services. You can help us by ……
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.
9 TIMELINESS AND COURTESY
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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
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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.
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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.
10. ACCESSIBILITY
Designated disabled parking spaces are provided in the main car park (8 spaces) and
in the coach parking area (5 spaces) beside the visitor centre.
Wheelchairs are available for use from three different areas on site
1. The Car park office
2. The South Kiosk on entry to the site
3. The visitor centre Front Desk (inside the building)
Hearing aid amplifiers (Induction Loops)
are in place at the Front Desk, the Ledge
theatre, the Help Desk area and the Gift Shop.
The visitor centre is entirely wheelchair accessible and disabled access to the cliffs
can be accessed from three different exits on to pathways provided.
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Counter heights at the Front Desk have been staggered to allow ease of access for
wheelchair users.
Different tactile surfaces on the floor have been provided at the start and end of
ramps, at the start of stairwells and at platforms on the ramp where two routes exist.
While the natural terrain makes it difficult to provide full independent access to all
areas outdoors, specifically elevated views at the Hags Head side and O’Brien’s
Tower and the new cliffs edge works have sought to provide a reasonable level of
access to the outdoor experience. Access is readily available from both the ground and
first floor levels of the building as well as from the main concourse to the picnic area
and cliff edge. Coin operated telescopes, including an accessible reduced height
version, on the viewing areas provide a commentary in a variety of languages
As above the access to more elevated views at the Hags Head side and O’Briens
Tower is made challenging by the natural terrain. A hard surfaced wheeled access
path is provided to these areas but the path has sections where gradients imposed by
the natural gradient of the terrain exceed the levels required for wheelchair access.
Visitors may wish to use these paths with assistance at their own risk
Access of a chauffeured golf buggy may be made available to disabled and elderly
visitors to give more access to areas the site. This is subject to availability. However,
please note that the golf buggy is a utility vehicle and may not always be available.
The centre is currently seeking funding to acquire a dedicated vehicle for this purpose.
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