Customer Service

Customer Service Policy and Standards

Example of Customer Service Policy:

As Armley Mills Museum forms part of Leeds City Council's services, it shares the customer service standards used by all services within the Council.
The policy states that:
'Leeds City Council is committed to achieving the highest possible standard of customer care. We aim to provide services that are accessible, efficient and reliable.  Our standards set out what you can expect from our services'

Example of Customer Service Standards:

Leeds City Council includes 10 standards for customer service:
  1. We will be friendly and helpful. We will listen to you and deal with your enquiry efficiently, quickly and correctly.

  2. We will communicate with you in plain English, using terms that are clear and easy to understand.

  3. If you need to discuss a sensitive or confidential issue, we can arrange a private room for you.

  4. All council leaflets and information can be made available in other languages, large print, audio tape, or Braille, as appropriate.

  5. We can arrange an interpreter for you, by appointment, if English is not your first language, or if you use British Sign Language.

  6. We will aim to answer your telephone calls within 20 seconds.

  7. We welcome and encourage your feedback and will try and resolve any complaints on the spot. Where this is not possible, we will acknowledge your complaints within 3 days and provide a full response within 15 working days.

  8. We will aim to acknowledge e-mails within one working day and provide a full response as early as possible, but certainly within 10 working days.

  9. We will respond to your letters and faxes within 10 working days.

  10. We will wear a name badge so you know to whom you are speaking. If we have to pass your enquiry to a colleague, we will tell you who is now dealing with your enquiry.

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