Meeting and managing customer service standards
The Trust has a commitment to provide the very best service
possible to its tenants and all the other partner companies with
whom we work. Giving and getting respect is at the forefront of
everything we do and we expect all our staff to follow a strict
code of practice.
The Trust aims to communicate effectively with its residents and
to be seen positively within the local community. Therefore we have
a series of customer service standards which our employees should
abide by.
Our staff will:
- Always wear name badges
- Always talk to you politely and with respect
- Treat you as an individual, taking into account your particular
need
- Explain things clearly, with an interpreter or signer if you'd
like one
When you visit our Customer Access Points we'll make
sure:
- We're open when we should be
- The reception area is welcoming
- You are dealt with within 5 minutes of your arrival
- Up-to-date information on our services and performance is
available at reception
- A private interview room is available to discuss confidential
matters
- Toys are available to occupy children
- There are customer toilet facilities
When you telephone us we'll make sure:
- We'll answer within 3 rings
- The person who answers will tell you their name
- We deal with your enquiry to your satisfaction
Therefore, we ask our customers:
- To refrain from using abusive, insulting, intimidating words or
behaviour
- Not to commit any act that causes a nuisance, annoyance, alarm
or distress to any person
- To be responsible for their own behaviour.
In addition to these basic standards we have published
Our Customer Promise, which sets out in more detail
the standards you can expect from us when we deliver
services to you. They have been developed to improve your access to
our services, give you a better experience of dealing with us and
to make you proud of your home and the community you live
in.
You can download a copy of this >>HERE<<