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Customer Care Strategy
Customer Service is a theme that runs through all the services that the Council provides, it is at the heart of what we do. A service cannot be seen or touched, only experienced; it is up to all employees of the Council to provide the personal touch that makes the customer comfortable.
This strategy is designed to ensure that we will provide excellence in customer care, which we are all able to put people first, able to show interest and concern for our customers regardless of the Council service that they are using.
Day to day communication such as the image projected over the telephone or in letters, how we speak to our customers is critical to the way in which the Council is perceived and will effect the value placed on our services.
The strategy that we set out to achieve in 2003 is still in place to ensure we are a customer focussed organisation. We are currently reviewing and updating this to ensure it meets the needs of our customers and continues to support the delivery of our key strategic objective:
Satisfied Communities - To ensure that we listen to our citizens and deliver responsive, high quality, value for money, customer-focused services.
Once approved by the Council our updated Customer Service Strategy will be posted on this page.
Between 2003 and 2006 we delivered:
- Simplified Customer Care standards to ensure they reflected our Customers’ needs.
- Training and development to build upon the skills our employees have, enabling them to deliver excellence in Customer Care in their jobs.
- Evaluation of what our customers think of the Customer Care we deliver.
Full Version of Customer Care Strategy