Customer Services service standards
We will:
- Acknowledge your letters and e-mails within 1 working day;
- Answer your letters and e-mails within 7 days, which is in accordance with the Company’s Performance Improvement Plan and will allow the Company to benchmark performance against other high performing organisations;
- Answer your telephone calls to 08082 027728 or 01209 722422 within 15 seconds. This target is part of our Performance Improvement Plan. The Customer Services Sounding Board agreed on 20-25 seconds for us to answer;
- Answer 79% of your enquiries the first time that you contact us;
- If a Customer Service Advisor cannot answer your enquiry, you will receive a call back within 1 working day from a member of staff in the relevant service, who can. The Customer Services Sounding Board agreed on 2 working days for a call back;
- Give our names to you when you call us, so you know who you have spoken to;
- Confidentially log your contact with us so we have a record of all your enquiries with us;
- Attend to your enquiry within 10 minutes if you visit us at our office reception.
