Geraldton Regional Library scored a perfect 100 per cent last week when a ‘mystery shopper’ called to make enquiries to test the level of customer service given by Council departments. The visit was part of Customer Service Week celebrations, an initiative of the Business Enterprise Centre aimed at improving the way in which businesses serve shoppers throughout the City.
Library staff received a perfect score based on the way they handled enquiries from the public. Council’s front counter staff were not far behind, according to Chief Executive Officer, Rob Jefferies, who described Council’s participation in the venture as a resounding success. He said it is Council’s role to lead by example.
“It was a pleasure to be involved in Customer Service Week, which I believe was something Geraldton needed right across the board,” Rob Jefferies said. “Our own results are very, very pleasing and, while I recognise these are just samples, it does indicate that we have to a great degree been successful in developing the right culture within our organisation.”
Council threw strong support behind the initiative, with staff dressing in special Customer Service Week t-shirts, attending workshops given by international experts on customer service, and agreeing to be ‘mystery shopped’ to gauge front line staff’s customer relations skills. Council also took the opportunity to introduce its special Customer Relations Team, led by Librarian Andrea Jones, which showcased recent wide ranging improvements to customer service throughout the organisation.
The team highlighted a new customer enquiry logging system, developed by the City’s own Information Technology Department at a great cost saving to Council. It allows enquiries and complaints to be logged into an intranet system, graded according to urgency and continually tracked to ensure they are acted on promptly.
For further information contact Andrea Jones on (08) 9956 6600.
