Customer service principles
Our vision to offer world class customer service is based on the following principles:
Having clear service standards
These must be realistic and meet customer expectations. Service standards are the basic platform we need to have in place and readily available to residents.
Managing customer expectations
By managing expectations, assuming the service standard is reasonable, we have an opportunity to influence the experience a customer has when dealing with the council.
Keeping our promise
If weve managed expectations and met the service standard weve set then we will keep our promise. Ideally we should mange expectations in a way that means that we exceed our promise that provides the opportunity to over-deliver.
Listening to customers
Every complaint indicates that some sort of service failure has occurred. This may be because of a process problem, a service standard failure or a policy gap.
When service failures happen we need to resolve the problem quickly and effectively and say sorry when a mistake has been made.
Pages in Customer services standards
- You are here: Customer service principles
- Our commitment to you - Ealing Council Customer Charter
- Customer services standards by service
- The best times to contact us