CUSTOMER CARE POLICY
Summary
In recognition of the fact that we aim to provide services that create high public satisfaction and also to continually improve communications with our residents, we beleive that providing excellent customer care is of fundamental importance.
Customer Care Improvement Plans
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We aim to:
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Serve customers and residents in a friendly, efficient and effective manner
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Listen to and be responsive to individual and local community needs
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Create public confidence and interest in the Council's activities
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Ask people what they think about services we provide and seek to continuously improve them
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Recognise the need to care for and involve staff to improve customer care.
We will
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Deal with customers and residents in a spirit of helpfulness and with courtesy.
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Acknowledge or reply to letters and e-mails within five working days, replying within 10 working days or a stated longer period where matters are complex in nature.
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Use plain language in our communications with customers and residents.
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Offer residents and customers private interviewing facilities wherever appropriate or desired.
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Deal with visitors quickly to avoid keeping them waiting.
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Where visitors have to wait, provide comfortable waiting facilities for them.
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Answer the telephone promptly.
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Offer home visits for people who have mobility difficulties, or who are sick or elderly.
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Ensure the Council's buildings are accessible for people with disabilities, and that assistance to access service information is provided for those who have hearing or visual impairments
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Procure translation assistance for people who need this assistance to understand the Council's communications.
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Set clear service standards for the various services the council provides and make them known to residents and customers in a user-friendly manner.
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Provide local points of service and contact for people for their convenience
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