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Customer care objectives

The objectives of the Customer Relations Strategy are to:

  • Provide customers and staff with clear standards and expectations 
  • Ensure all customer contact reaches an appropriate conclusion 
  • Minimise incidences of repeat contact 
  • Seek to provide a seamless service for customers 
  • Provide equal and easy access to our services at a time, place and channel that meet the needs of residents, businesses and other stakeholders 
  • Cater for customers' needs irrespective of age, gender, physical or financial ability, ethnic origin, race, religion or geographical location 
  • Provide a prompt, courteous and knowledgeable response to all customer enquiries. 
  • Equip our staff to provide customers with an excellent standard of service 
  • Enable our customers to provide feedback easily, through complaints, customer surveys, etc 
  • Use customer compliments, comments and complaints to drive improvements to service 
  • Improve the speed, quality and consistency of response to enquiries by having our information in a format that can be easily accessed 
  • Integrate customer care into mainstream service provision 

Our belief

It is our belief that by meeting these objectives we will maximise satisfaction with the quality of the service provided.