Customer Service Charter - Bellingen Shire · Customer Service Charter Page 2 Table of Contents ... Respond to letters, emails and faxes within the nominated timeframes for the

Our Vision:

Connected - Sustainable - Creative

Customer Service

Charter

Customer Service Charter

Page 2

Table of Contents

Introduction Page 3

Customer service vision and mission Page 3

Our customer service promise Page 4

Service standards you can expect Page 4

Customer service standards Page 4

Customer service requests Page 6

Internal customer service Page 6

Helping us to help you Page 8

Our expectations of the customer Page 8

Handling difficult situations or abusive customers Page 8

Complaints Page 9

Customer satisfaction counts Page 10

Methods of measurement Page 10

Reporting Page 11

Contact us Page 12

Appendix A – best practice telephone standards Page 13

Appendix B – customer service survey Page 15


Page 3

Our Vision:

Connected - Sustainable - Creative

Introduction

Bellingen Shire Council is committed to providing high levels of customer service. To

emphasise this commitment, Council has created a Customer Service Charter which

details our service commitment to our customers. This Charter will be regularly

reviewed and adapted to meet the changing needs of our customers.

Our Commitment to Customer Service

At Bellingen Shire Council we are committed to providing efficient, responsive and

friendly service that is value for money for those who live, work or visit the Bellingen

Shire. We will work in partnership with our community to deliver excellent service

through dedication, innovation and continuous improvement.

Our Customer Service Charter outlines our commitment to providing quality services

and gives our customers standards by which our performance can be measured. It

provides staff with clear standards to aim for, making our focus on our customers our

main priority

Customer service vision and mission

Vision:

Bellingen Shire Council is focussed on shaping the future by being connected,

sustainable and creative. Through this vision, Council is committed to the provision of

timely, efficient and consistent quality services provided by experienced, knowledgeable

and helpful officers that meet our customer’s expectations.

Mission:

Our mission is to provide excellent local government services to our community that

contribute towards the achievement of Council’s vision for the Bellingen Shire. We

expect that all staff, whether they are at the counter, working in an office, driving a truck

or mowing a park, to be committed to pursuing excellence in their role and be proud

and responsible representatives of the Council.


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Our customer service promise

Bellingen Shire Council promises to provide a customer friendly organisation,

committed to providing service excellence to our community. We will project positive

attitudes, a focus on solutions and demonstrate a committed, can do approach.

We will work to understand and respond to the needs of our customers both now and

into the future and provide opportunities for community engagement. We will

continuously improve our service by proactively welcoming suggestions and seeking

feedback from the community and actively measuring and communicating our

performance against these commitments.

Service standards you can expect

Our Customer Service Charter is our firm statement of commitment to our customers.

Service Standards help to define how we will undertake those activities involving

customer relationships, in line with the Community Vision and our Customer Service

Charter.

Service Standards set out what our customer service promise means in practice and

will be consistently applied across all contact points within Council.

Customer service standards

1 In all dealings with customers, staff will....

�� Take personal ownership for customer satisfaction;

�� Treat customers courteously and with respect;

�� Act in a professional and helpful manner;

�� Provide accurate, relevant and timely information;

�� Seek to resolve requests/enquiries at the first point of contact;

Focus on solutions for customers with a 'can do' approach.


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2 When customers telephone, we will...

�� Answer calls within three (3) rings or as quickly and efficiently as possible;

�� Greet customers politely with a smile in our voice;

�� Deal with the call, redirect the call (endeavouring not to transfer the call more

than once) or take an accurate message as appropriate;

�� Provide customers with an opportunity to leave a voice message when calls

cannot be answered personally;

�� Return phone calls immediately where possible but not exceeding one (1)

business day.

3 When customers visit us, we will...

�� Attend the customer service counter(s) promptly;

�� Acknowledge people if there is a queue and apologise if they have been kept

waiting;

�� Give a courteous welcome and offer assistance;

�� Meet with customers within five (5) minutes of the appointed time (if a prior

appointment has been made), or provide customers with an estimated wait

time should they be seeking a meeting with a staff member that has not been

prearranged;

�� Listen carefully to customer needs by asking pertinent questions, taking

notes and confirming details;

�� Ensure all customer service officers are professionally attired and identified

by name badges and/or personal introduction, and our customer service

areas are clean, tidy and aesthetically pleasing whilst also being functional.

4 When customers write to us, we will...

�� Respond to letters, emails and faxes within the nominated timeframes for the

type of correspondence or within fifteen (15) working days of receipt if no

previously nominated timeframe;

�� If a full reply is not possible initially, forward an acknowledgement which will

indicate when a reply can be expected and the name of the officer to contact

with queries;

�� Deal with all correspondence as promptly as possible and write in clear,

concise language that’s easily understood.


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Customer Service Requests

Council responds to service requests relating to activities that are the responsibility of

Council such as road maintenance, tree clearance and town maintenance. Service

requests relating to public safety will be dealt with immediately.

All service requests will be investigated within fifteen (15) working days. Actions will be

determined by the priority of the request, Council work schedules and available

resources.

When handling requests for service by telephone, personally, letter or email, we

will....

�� Complete a Customer Request by entering the details into our computerised

Corporate Information System;

�� Where possible relay the allocated request number to the customer to enable

them to follow up on their request if needed;

�� Ensure the request is referred to the appropriate supervisor/department for action;

�� Respond to the customer within fifteen (15) working days after investigative action

has been completed, if the request indicates a response is required;

�� Ensure all requests are processed in accordance within standard time frames and

documented procedures.

Internal customer service

Regardless of where a staff member works in Council, everyone has a customer and

everyone is a customer. Whether the service is provided internally to a direct team

member, another business unit, to councillors or externally to the community, we all

provide a customer service.

As such we recognise and value the importance of all our customers and will endeavour

to deliver excellent service to both our external and internal customers. We

acknowledge that the same principles of quality customer service for our external

customers apply to every member of staff as internal customers and we will train and

monitor staff customer service delivery provided to each other.


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All employees will work in partnership with each other to fulfil customer service

obligations with the same Service Standards, regardless of whether the customer is a

colleague or external customer. Each has a responsibility to ensure that a positive and

effective internal customer service culture exists.

When staff are announcing telephone calls, the expectation exists that if the individual

staff member is able to answer the telephone at that time, they are able to talk to the

customer and not expect a message to be taken on their behalf by the staff member

announcing the call.

Quality internal customer service should be managed using the following core set of

assumptions:

� Courtesy – can be demonstrated through a helpful and pleasant manner and

listening carefully to requests and clarifying our understanding:

� Respect – valuing the feelings, opinions and views of all staff and respecting

constructive feedback;

� Maturity – demonstrating a mature and professional approach to our work in a

genuine and friendly manner;

� Confidence – doing our job thoroughly and organising our work and systems so

that they, and we, are reliable;

� Accuracy – developed by implementing and adhering to checking and monitoring

processes.


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Helping us to help you

Our Expectations of the Customer

To help us to meet these commitments, we ask our customers to...

�� Treat Council officers with respect and courtesy;

�� Not answer or conduct conversations on mobile phones whilst dealing with our

staff;

�� Respect the privacy, safety and needs of other customers;

�� Provide accurate and complete details at the time of the initial contact;

�� Telephone to make an appointment for a complex enquiry or if there is a need to

see a specific officer;

�� Telephone the officer nominated in any correspondence sent to the customer and

quote the reference details noted on the letter;

�� Provide your current contact details and advise us if they change;

�� Work with us to solve problems;

�� Provide us with feedback so we know how we are performing and where

necessary, can continue to improve our service.

Handling Difficult Situations or Abusive Customers

Abusive behaviour is displayed when customers shout, display bullying behaviour, use

abusive or obscene language or make threats to Council personnel.

�� Staff are not expected to tolerate abusive behaviour;

�� Communication may be terminated immediately by staff if abusive behaviour

occurs. If face to face, the officer may walk away. If by telephone, the officer may

terminate the call. If by email, the address may be blocked or not responded to;

�� The Deputy General Manager may decide to limit or cease responses to any

person who is abusive and/or derogative in his/her communication with Council or

who fails to accept that Council has done all that it can to assist. A decision of this

nature will be communicated in writing to the person;

�� If an officer feels threatened by the language or behaviour of the customer, the

Police may be notified.


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Complaints

A complaint is an expression of dissatisfaction with a decision, level or quality of

service, or behaviour of an employee or agent which can be investigated and acted

upon. Bellingen Shire Council acknowledges the individual's right to make a complaint if

it is considered Council has been remiss in its service provision or actions.

What is not a complaint?

�� A request for service (unless there was no response to a first request for service);

�� A request for information or an explanation of a policy or procedure;

�� Disagreement with a policy of Council;

�� An expression concerning the general direction and performance of Council or its

Councillors;

�� Reports of damaged or faulty infrastructure;

�� Reports about neighbours, noise, dogs, nuisances, unauthorised building works or

similar issues that fall into the regulatory aspect of our service.

Many of the issues mentioned above are called “complaints” when a customer contacts

us. They are called complaints because a customer is unhappy about a situation and

wants something done. The actions we take to resolve many “complaints” are often an

everyday part of the services we provide and will be dealt with apart from the formal

complaints management process.

A complaint lodged in person, by telephone, letter or email may be responded to in the

same format. Irrespective of the manner in which the complaint was received, a

response to the complaint can be expected within ten (10) working days. There are

times when it is not possible to meet this timeframe eg where a complaint is a complex

one requiring investigation, however we will keep the customer informed of progress via

an interim update.

Council is confident that it can resolve the majority of complaints received, however we

understand that we may not be able to satisfy every customer on every occasion. If a

complaint remains unresolved or a customer is dissatisfied with our process in dealing

with a complaint, other avenues remain for the customer to explore which may include

referral to the most appropriate external complaints handling body.


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Customer satisfaction counts

Service Standard Performance Management and Reporting

Bellingen Shire Council is committed to managing its business in a transparent manner.

Council will develop realistic service performance measurements and report our

progress to the community. As we strive to deliver better customer service we

encourage you to provide feedback.

Council has a Customer & Business Support team in place specifically employed to

deliver a range of customer service functions. In addition, there is an expectation that

all staff across the organisation will demonstrate the common set of Service Standards

outlined in this document when dealing with our customers.

Methods of Measurement

It is important that our customer service delivery and initiatives are regularly and

appropriately monitored and assessed. This allows us to know at any given time,

where we are performing well, what needs attention and any patterns or trends which

may need to be addressed.

Customer satisfaction will be the most appropriate measure of compliance with our

Service Standards. The following tools will be used from time to time to gauge the level

of customer satisfaction:

�� Call backs - random customers may be telephoned and asked a series of

questions relative to recent contact with Council;

�� Focus groups - where Council needs information concerning a particular service;

�� Customer Service Surveys – available from Council’s website or in hardcopy from

Council’s Customer Service counters;

�� Mystery Shopping - whereby our service is assessed for efficiency and quality.


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Reporting

A range of significant performance indicators relating to customer service and service

delivery will be used within Council. These will be regularly monitored and reported to

gauge our level of performance and to assess opportunities for improvement.

Results of Council’s performance measures will be reported to Councillors and the

community on an annual basis via appropriate communication mediums. The reporting

format will include the Service Standards already in place, how performance has been

measured, whether standards have been achieved and the next steps in the customer

service improvement process. Where Service Standards have not been met, we will

identify how it is intended to meet those standards in the future. Reporting will include

the results of all customer surveys and the level of customer compliments/complaints

received.

Future Development

Council is committed to implementing information and corporate systems to track

customer requests and provide the ability to measure customer service standards.

Provision will be made in Council’s Operational Plan for this to occur on a continual

basis.

The Customer Service Charter and the Service Standards contained in this document

will be reviewed at least every two (2) years. Performance management targets will be

reviewed and developed in accordance with the implementation of appropriate systems.


Page 12

Contact us

If you would like to suggest ways in which we can serve you better, you can:

� Contact our Customer Service Team on 02 6655 7300;

� Email [email protected];

� Complete a Customer Service Survey Form available from our Customer Service

Centre or from the web site www.bellingen.nsw.gov.au; or

� Write to the:

General Manager

Bellingen Shire Council

PO Box 117

BELLINGEN NSW 2454


Page 13

Appendix A – best practice telephone standards

1. Telephone Operation

� Make sure you are familiar with the telephone system i.e. how to put

customers on hold, transfer them etc;

� Always have pen and paper ready to record the callers details/messages;

� When absent from your work area for a long period of time, arrange to have

your calls answered by team members, voicemail etc;

� Never transfer a call more than once. Get the callers details and ask the

appropriate person/department to return their call.

2. Answering Calls

� Answer within 3 rings, don't let the phone ring out - our customers are our

priority over any other activity;

� Use a friendly tone with a smile in your voice - your voice is the first

impression the caller has of Council (make it a positive one);

� Welcome the caller by using a standard greeting:

"Bellingen Shire Council, <Department>, this is <Name>"

� Request the caller’s name and the nature of their enquiry so you have this

information to hand to announce the call when transferring it. Ask the caller:

"May I ask who's calling?"

"So I can best transfer your call Mr/Mrs Customer may I ask what it's in

regards to?"

� Always put the caller on hold prior to transferring calls or while you are getting

back to the caller with information. Advise the caller that's what you are going

to do:

"I'll just place you on hold while I transfer the call / find that information for

you."

� Announce the call to the recipient and give them the details you have

obtained from the caller to alleviate the need for the customer to repeat

themselves;

� Thank the caller for waiting if you have them placed on hold and then return

to the call:


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"Thanks for waiting Mr/Mrs Customer. So and So is not available at the moment / all the lines in the rates department are busy at present, would you

like me to take a message and I’ll have them return your call? Or I can put

you through to their voicemail if you prefer?"

� Action the call as requested by the customer (i.e. take a message and pass

on or put them through to voicemail).

3. Listening

� Use the caller’s name throughout your conversation;

� Concentrate on what the caller is saying;

� Don't make assumptions or interrupt unnecessarily;

� Act in a professional manner and be courteous, respectful and polite;

� Focus on finding solutions for the customer;

� Have a "can do" attitude.

4. Take Action

� Provide customers with relevant and necessary information or make

arrangements for the enquiries to be addressed;

� Deal with enquiries directly in the first instance (if able to) without

unnecessary referrals or transfers – you take the call, so you own the call;

� If unsure of who to refer the caller to, assure the caller that you will locate the

most appropriate department and have them return their call - then find out

who to pass the message on to;

� Don't transfer the call inappropriately or in haste - our customers deserve to

be valued and their needs met;

� Do what you say you will - deliver on your promises to meet customers' and

Council's expectations.

5. Thank and Farewell

� Farewell the customer:

"Thanks for calling, goodbye."


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Appendix B – customer service survey Dear Customer Our goal is to provide our customers with the best service possible. Please take a few minutes to complete the following customer service questionnaire. Your comments will enable us to see how we’re doing overall and find out how we can improve.

Customer Service Survey

Date and Type of Enquiry (please specify):

Excellent

Good

Average

Fair

Poor

Staff were available in a timely manner

Staff smiled, greeted you and offered to help you

If kept waiting, staff acknowledged you and apologised for keeping you waiting

Staff answered your questions/enquiry

Staff showed knowledge of Council services and procedures

Staff farewelled you pleasantly

Staff were friendly, cheerful and courteous throughout

If your enquiry was referred to another staff member, please indicate the level of service the new staff member provided as per the above service indicators

If contact was by telephone -

Call was answered within 3 rings

Call was transferred only once

Call was directed to the appropriate department

Reason for your call was satisfied

Overall, how would you rate our customer service (face to face or by telephone)?

Comments: What did you like best about our customer service?

How could we improve our customer service?

Is there a staff member you would like to commend? Why?

Thank you for taking the time to complete our customer service survey

Documents

Customer Service Charter - Bellingen Shire · Customer Service Charter Page 2 Table of Contents ... Respond to letters, emails and faxes within the nominated timeframes for the