Customer care objectives

Aims

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