Customer Contact Centres
Our aim
To provide a positive image of the council to all telephone
customers by ensuring a high quality, quick responsive answer to
every enquiry. To satisfy where possible all customers at the first
point of contact ensuring accurate information and advice or where
applicable liaising with other departments of the council or
connecting to the appropriate officer.
We want everyone who contacts us to receive excellent
customer service
We will:
- Provide a customer focused service by employing a well trained,
multi skilled and committed workforce.
- Be professional in our approach and restrict the use of
jargon.
- Be polite and courteous when dealing with all customers,
providing names upon request.
- Always ask our customers before putting them on hold explaining
the reasons why we need to putt them on hold.
- Reassure customers that personal details are handled in
accordance with Data Protection legislation.
- We will aim to answer telephone calls promptly
- Record some telephone calls for training purposes.
- Conduct regular surveys to obtain customer
feedback
- Investigate any complaints about the service and reply within
10 working days
- Continually improve service delivery and performance
standards.
You can help us by:
- Giving us all the information we need to help you
- Letting us know if you have any special needs
- Telling us how we can improve our service
- Asking us to explain anything your not sure of