“An opportunity to review what we do and how we do it is one of the major advantages flowing from the amalgamation,” said Ray Pincombe, General Manager Service Delivery. “As a service provider, we did not miss this chance to review and improve our customer satisfaction levels.”
The opening of a new Customer Service Centre has received strong community support. This attractive, light and bright, one stop shop has been designed to meet specific needs of older people, people with disabilities and young families.
Community information as well as Council services are on display. Soon to be introduced state of the art touch screen technology will enable people to readily access the information they need. Service Centre staff are specially trained to handle a wide range of queries.
In the few cases where they are unable to deal with matters directly, technical staff are on hand to assist. Whether concerns are presented in person or over the telephone, Customer Service Staff are currently resolving 75 percent of inquiries at this vital, first point of contact.
Opened in November last year, the Centre is also introducing a customer feedback system. This logs matters and tracks their progress through to resolution. Currently being piloted in the general inspectorial area, this software package will greatly assist reporting and identifying any problem areas.
“All these initiatives are designed to maximise customer satisfaction,” Ray Pincombe concluded.
