Customer Service Charter
Aberdeen Science Centre (ASC) is an independent educational charity (SC014922) with a mission to inspire a lifelong interest in science. We do this by providing engaging and inspiring experiences to all our audiences, to spark an interest and curiosity in science.
As a customer of ASC, you have the right to be treated fairly and considerately when using any of our services whether in person, by phone, by email, or via our social media channels. These standards outline the level of customer service you should expect and give you the opportunity to challenge us if we do not meet them.
1. Passionate, professional and friendly staff
All the members of the ASC team are friendly, polite, professional, well presented and approachable. We can be recognised by our orange uniform, or name badge/ASC lanyard which will always be visible. We will be knowledgeable about what is happening during the day, including show times and their descriptions. We will show a passion for all workshops being delivered. If we don’t know the answer to your questions, we’ll make it our responsibility to find out and come back to you.
2. Easily Accessible
We are committed to making our services easily accessible to everyone. If you have a specific need, we will make reasonable adjustments where possible. This commitment includes access to pre-visit information all the way through to your visit and departure. Adaptions include a hearing loop, changing places facilities, medical room, visual guides and sensory boxes.
3. An Interactive Learning Experience
You will have access to over 50 hands-on, interactive exhibits which are well maintained, attractive and accessible. There will be daily scheduled activities offered for our visitors under six, and additional shows and workshops delivered at weekends and local school holidays. We will have at least one staff member on the exhibition floor for your safety and to support your learning experience.
4. A Safe and Clean Environment
Your safety and security are our priority at all times and we are committed to providing the highest level of cleanliness during your visit. We will complete hourly toilet checks, actively clean exhibits and deal with any spillages immediately. We ask that you help us by following instructions, supervising all children under the age of 16 and by using the exhibits as intended.
5. Making Communication Easy
We are happy to help in person on the day of your visit or we will respond to your email or phone call queries promptly and efficiently. We are committed to maintaining high standards, but we also like to know when something did not meet your expectations. If you have a complaint, please contact us using our details below where we will respond within 3 working days.
179 Constitution Street, Aberdeen, AB24 5TU
Registered Scottish Charity No. SC014922
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