To be greeted in a friendly manner and with a smile.
Staff will be professional and courteous at all times, they will listen and respond positively to comments and enquiries.
We aim to answer 96% of all calls coming through our contact centre, and we aim to answer 94% of these within 2 minutes. Click here to view our latest stats
If we can’t answer your call personally, you will be able to leave us a message
We will regularly check messages that are left on our answer phone
We are committed to providing a clean, safe and comfortable environment for all of our customers, and our centres will be cleaned daily to a planned schedule.
We will endeavour to rectify any drop in standards immediately and if this is not possible the area will be put ‘out of action’ until it can be made fit for purpose.
‘Managers on Duty’ and front of house staff will wear name badges and be dressed in appropriate uniform.
A ‘Manager on Duty’ or member of staff will be available to speak to you at all times.
We value and welcome your feedback and will respond to your written comments and suggestions within 5 working days.
We will carry out quarterly surveys to determine how satisfied our customers are with the service we provide. Whenever possible we will use information to improve our service delivery.
We will publish information relating to customer consultation and feedback.
We work hard to continuously improve our services and are committed to providing excellent customer care, good quality services and a great experience. We’d like to know when you’re pleased with our service and welcome your feedback.
We would also welcome your suggestions and realise that sometimes things can go wrong. If they do, please tell us before you leave so that we can put them right and make improvements.
In the first instance, please contact the ‘Manager on Duty’ or relevant member of staff at the time of your visit.
Alternatively, you can contact our Customer Services Team via email firstname.lastname@example.org or telephone our Contact Centre on 01604 838 333 and feedback to one of our advisers.
How you can help us;
Respect the environment and the enjoyment of other visitors and reporting any nuisance or suspicious behaviour.
Be courteous and respectful towards us.
Report any area of dissatisfaction during your visit.
Tell others about your experience and visit us again soon
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