Tweed Shire Council has updated its Customer Service Charter to incorporate changes to procedures since the establishment of its Customer Contact Centre.
The Contact Centre, launched in July 2011, consists of a multi-skilled customer service team which provides a ‘one stop shop’ servicing a wide range of inbound customer interactions including telephone, face to face and electronic communications, with the aim of resolving the majority of customer enquiries at the first point of contact.
The updated charter provides the foundation on which Council can monitor its levels and standards of customer service and provides a framework of best practice.
It will provide more detailed standards for all customer interaction, and sets guidelines for staff handling technical enquiries in order to ensure the most efficient use of customer and staff time.
The charter also outlines a change in customer service hours to enable a training and development environment for customer service staff and enable them to improve the quality and accuracy of information provided.
General Manager Mike Rayner said the updated charter sets out clear guidelines that will ensure all customer service interactions maintain the highest possible standard.
“Quality customer service is a commitment shared by all Council staff,” Mr Rayner said.
“The Customer Service Centre has been a great success in terms of streamlining the link between Council and the community.
“It is still in its implementation phase, looking at ways customer service can be improved, and this update incorporates many of the things we have learnt as part of that process,” he said.
The updated Customer Service Charter can be viewed at www.tweed.nsw.gov.au.
