Improving customer experience
Our ambition is to make it as easy as possible for all customers to get in touch with us, with staff consistently doing all they can to resolve their request or question quickly, fairly and efficiently.
✔️ Make it easier and quicker for customers to find what they want, get the advice or support they need or find who it is they need to speak with and, when it’s not us, easily work out who it is that can help.
✔️ Wherever possible resolve issues / questions the first time a customer contacts us.
✔️ Look to find the best possible solutions for our customer’s problems, even if that means looking beyond our role. If there’s a good reason to hand-off; clearly explain why.
✔️ Develop a Customer Improvement Strategy, to make sure our staff – and customers – know what we expect from them.
✔️ Regularly ask customers and staff how things are going and respond to what they tell us.
✔️ Train and support staff to deliver a consistently positive / fair experience for all customers.
✔️ Maintain ways for customers to get help and information by phone and in person, including those that lack digital skills and online access.