Customer Care - Focus groups

One of the first discussions was around the language we used. We wanted to get feedback on what we called this Code. We recognise that not all customers choose to use our services some services are enforced. But both citizens and employees agreed that using the term ‘customers’ was because everyone can relate to the concept of ‘customer care’.

Next, citizens and employees both agreed that all employees have a part to play in customer care - not just the “frontline”. The Customer Care programme must cover everyone from front-of-house to backstage. We’re all a link in the chain.

Finally, they agreed that any Customer Care programme for employees shouldn’t be an exercise in answering the telephone. It’s no good if the phone is answered politely in 3 rings but customers then get passed around or can’t get the information they want. We needed to look at our business process and how they are managed. Services should be improved before customer care standards could be applied and managers must show commitment to improvement. There had to be a consistent approach across the Council.

Here’s what citizens said they wanted:

Personal contact with well-informed staff
A choice of access - through the internet, on the phone, face to face
One phone number that reaches all services
Flexible opening hours
Good information about services

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