Customer Care - Employee support
The Council wants to make sure employees get it right when dealing with the public. We realise that employees need support, training and the right tools before they can do a good job. There are a number of ways the Council addresses the needs of Customer Care:
- Induction pack for new employees includes a copy of the Customer Care Code
- Helpful tips on dealing with the public by phone, letter or in person and tips on dealing with difficult people are published on the Council’s intranet.
- The Council’s guidelines on using plain English ‘Am I Making Myself Clear’ are available on-line and plain English writing courses are run for individual Services to make sure we can make ourselves understood.
- Regular courses are run for employees on customer care.
- Support for Managers in tackling their Back to the Floor exercise with coaching from employee development professionals.
The Customer Care Code links clearly into other Council initiatives:
- Our vision, values and aims
- Our Code of Conduct that guides employee behaviour
- Our comments and complaints scheme, Talkback.
