Team Award
Customer Service Standards
We Aim to:
Treat all customers in a courteous, helpful and respectful manner at all times.
Acknowledge all letters, correspondence etc. within at least working days.
Annually involve our customers and staff in setting and reviewing standards.
Answer all telephone calls courteously and promptly within five rings.
Assess staff's performance in relation to customer care through supervision and appraisal.
Publish our standards so that our customers, staff and the public can read them.
Consult and involve our customers in the planning and delivery of services.
Make sure that the person who meets the above requirements most closely gets the job.
Monitor and publish information about customer satisfaction at least every 12 months.
Acknowledge all telephone messages within at least 2 working days.
Acknowledge all complaints within 5 working days.
Make sure that we get to grips with anything lacking in relation to customer care and publish action plans for improvement.
Make sure that our customers know what their rights are and treat them equally and fairly at all times.
Train all staff on the principles, benefits and best practice of Customer Care (including training them about the 'special needs' which some customers may have).
Make sure that customer care principles are built into all job descriptions and details about the kind of person needed for the job, before advertising it.
Make sure that our customers know what they can expect from our services by providing information leaflets, tapes and brochures in a style and language that is understandable and suitable.
Make sure that our customers know how to make a comment, complaint or compliment and feel able to do so, by operating and publishing a simple and easily available procedure which is speedy and user-friendly.
Philosophy
Our response to people who wish to use our services is based on the principles of equality, choice, self-determination, independence and participation. The service is designed to take these principles into account. We aim to develop a basis of mutual respect, trust, and honesty between workers and people who use the service. We are committed to the principles of equal opportunities and non-discrimination.
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