Customer service principles
We will treat our customers with respect
All staff regardless of which service they represent have a responsibility to provide a high level of customer service and work to ensure all our customers are treated fairly and with the respect they deserve.
We will keep our promise
Be honest about what we are able to deliver and publish clear service standards which are realistic and can be amended depending on customer demand. All staff have a responsibility to ensure we deliver on the promises we make to customers and keep them updated on our progress. This may mean letting them know that their enquiry has been resolved or advising them there may be a delay in delivering a service.
We will make sure customers only need to ‘tell us once’
Sharing information and promoting a ‘one council’ approach will ensure customers enquiries can be resolved effectively and customers only have to ‘tell us once’. Only ask customers to provide information that is absolutely necessary to enable them to access services. Where validation is required, develop systems which will avoid customers having to provide information multiple times.
We will help customers to make the most of every contact
Use every contact as an opportunity to add value to the customer whether it be asking them if there is anything else we can assist with, promoting another service that could benefit them or promoting public health messages to increase awareness.
We will provide face to face and telephone services for those who need them
Providing a flexible approach to service delivery to ensure there is an opportunity for everyone to access. While the majority of customers will be encouraged to access services online, it is also important that we provide alternative channels for those who need additional support. For customers who lack the confidence to transact online, one to one support will be offered to assist them, contributing to the council’s aim of supporting people to become independent. Customers interested in expanding their digital skills will be signposted to the adult learning courses on offer.