The ‘One Council Approach’ will raise awareness about a way of working where customers experience a response which is similar in ‘style’ and consistently helpful regardless of any service customers approach. This will contribute to the Council achieving its vision for customer services “Getting things right first time, every time!”
This course is for those who are identified as Customer Experience Ambassadors.
Participants will have attended train the trainer and will be expected to deliver similar awareness raising sessions to other Council colleagues. We will continue to refine the key messages based on feedback from you and your colleagues during this session.
By the end of this course you will have an improved awareness of the following:
* The standards set in the Council’s Customer Promise and the Council’s Customer Vision
* Consistent, resilient, efficient and improved customer service delivery
* Best practice and barriers to joint working and how to influence decisions through using the experience of front line staff.
* Learning from customer feedback received through a variety of sources e.g. survey responses, compliments and complaints.
*Empower staff to take ownership of a person’s customer enquiry; to do their best to assist the customer in making use of the information that we have on our website and/or support customers in carrying out any transactions online.