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Customer service standards

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Our customer service standards

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We believe our customers are at the heart of everything we do. Our customer service standards reflect our wish to provide an efficient and courteous service. We will regularly review these standards to see if our levels of customer service can be improved.

The service can you expect

We believe that it is important that you should know what to expect from us so we have set specific standards for our dealings with you. Our guiding principles are that we will provide you with:

  • Individual attention.
  • Clear information.
  • An efficient service.

To achieve this we aim to:

  • Publish details of our standards.
  • Encourage you to give us feedback on how we are delivering our services.
  • Be positive and helpful to you.

What we will do for you

  • Greet you in a friendly and professional manner.
  • Treat you as an individual and give quality service to meet your needs.
  • We will answer your query immediately - otherwise we will call you back.
  • We will provide accessible services for all our customers when you come to see us.
  • We aim to see you within five minutes of your arrival.
  • We will make you feel welcome and address any special needs you have.
  • All our staff will be easily identified by name badges.
  • If your query is confidential we will offer you a private area.

When you telephone us - we will answer your calls within seven rings.

When you fax or write - we will reply within ten working days.

When you email - we will acknowledge your email within one working day and give a full response within ten working days.

Suggestions and feedback

Your views are important to us and we value feedback on our services and welcome suggestions about how we can improve them. We will act on customer feedback, whenever practicable, to help us improve our services or efficiency and focus on the needs of our customers.

If you are satisfied with a service we have provided, or with a particular member of staff or team let us know. We will make sure your compliments are passed on to the right person.

How do I give compliments, suggestions or feedback?

The information on this webpage is also available in our customer service standards leaflet (PDF 143KB).

Complaints

The Council strives to provide the best possible service but things can go wrong. When mistakes happen or you think our performance is not satisfactory we want to know so that we can put things right and prevent it from happening again. Follow this link to find out how to make a complaint.

Follow this link for help with downloading and opening PDF files. Please note that documents open in a new browser window.

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