Post on 11-Jan-2016
Customer Services
A Quiz about
Customer Care Standards at Islington Council
Customer Care links and relevant policies
Please check that you understand the standards and behaviours which underpin LBI Customer Care
and answer this short quiz. Thank you.
Customer Care standards
Dignity for All Policy
Ways of Working
Islington values – what we believe
Which 3 are our core values:
A. We put serving the public first
B. We put serving our staff first
C. We are open, honest and fair
D. We respect all people and communities
E. We believe some communities deserve more respect than others
F. We believe in magic
Islington values – what we believe
A. We put serving the public first
C. We are open, honest and fair
D. We respect all people and communities
Dignity for all policy
Islington Pledge – who does it apply to?
a. A promise to everyone who lives in the borough
b. A promise toeveryone who works in the borough
c. A promise to everyone who visits the borough
d. A promise to everyone who lives, works in, or visits the borough
Customer Care Pledge
Islington Customer Care Pledge – promises quality customer service to
d.
everyone who lives, works in,
or visits the borough
so that’s everyone!
Islington Pledge
Our pledge to you promises that we will
• be fair and treat everyone equally, with courtesy and respect
• provide polite, welcoming and efficient services which are accessible to all
• provide helpful information and secure website transactions
Which of these apply to your customers?
Islington Pledge
Which of them apply to your customers?
ALL of them
bit of a trick question!
Customer Care standards - telephone
What can our customers expect when they phone us?
Answer 6 questions about the telephone!
Phone standard
Council wide standards
Telephone – speed of answer?
How quickly will we
answer you?
Telephone – speed of answer
You can expect us to
Answer as quickly as possible
Council wide standards
Telephone – greeting?
How will we greet you?
Telephone – greeting
You can expect us to
Greet you and give our
name and department
Customer Care standards
Telephone – attitude?
How will we sound?
Telephone – attitude
You can expect us to always be
Polite, friendly, helpful
Customer Care standards
Telephone – if we can’t help immediately?
What if we can’t help immediately?
Telephone - if we can’t help immediately
You can expect us to
offer to call back
by end of next day
Customer Care standards
Telephone – if we need to transfer your call?
What if we need to transfer your call?
Telephone – if we need to transfer your call
You can expect us to
• give you the name and number of the person you being transferred to
• pass on your name and details to the new staff member,
• or take a messageCustomer Care standards
Telephone – if you leave us a voicemail?
What can you expect if you leave us voicemail?
Customer Care standards
Telephone – if you leave us a voicemail
You can expect us to
Respond to your
message within a day
Customer Care standards
Customer Care standards - reception
What can our customers expect when they visit us?
Answer 4 questions about reception!
Reception – attitude?
What attitude can customers expect from us if they visit us?
Customer Care standards
Reception – attitude?
Customers can expect us to be
Polite, friendly and helpful
Customer Care standards
Reception – how quickly will you be seen?
How quickly will customers be seen at an office?
&
What if there is a queue?
Reception – how quickly will you be seen
We will see customers as quickly as possible
&
Update them if there is a wait and explain any delays
Customer Care standards
Reception – how will we present ourselves?
How can customers expect us to present ourselves?
Reception – how will staff present themselves
Staff will be
Be presentable, and always wear an Islington badge and a
uniform if required
Reception area – appearance?
What can customers expect in the reception area?
Reception area - appearance
Reception areas which are clean and tidy and accessible
Displaying clear signs (including hours)
With up to date information on display
Customer Care standards
What does ‘WOW’ mean? (in Islington)
A. Week of work
B. Which options work (best)
C. Ways of Working
D. It is an expression of wonder!
E. Wisdom, optimism & well-being
What does ‘WOW’ mean
‘Ways of Working’
describe the behaviours expected from staff who work for Islington Council.
The WOW standards for behaviour
What are the five
Ways of Working
The 5 Ways of Working (WOWs) are
Put ourselves in their shoes
Work as one
Show we care
Keep things simple
Make every penny countWhat do they mean in your role?
Well done you have finished the quiz