|Website URL : http://www.mole-valley.gov.uk/index.cfm?articleid=17052|
Delivering great customer service is important to us. We show this by including in our Corporate Strategy our five core values which make up our Customer Promise. They include listening to the feedback we receive and using it to help us improve our services, and recognising staff and partners who have gone 'above and beyond' in caring for our customers. We are also taking our frontline services through the national Customer Service Excellence accreditation process.
Customer Service Excellence
Customer Service Excellence
Customer Service Excellence (CSE) is a trade mark of the Cabinet Office. There are 57 criteria that make up the standard which are independently assessed by an external assessor. The assessment comprises five broad categories as follows:
Since December 2016, we are delighted that six frontline service areas have achieved CSE accreditation. These are:
You said, We did...
We value the feedback that we get from our customers to help us improve the services that we offer. We have made a number of changes to the way we do things in response to such feedback. See 'You said, we did'.
Recognising Excellent Customer Care
If you have experienced excellent customer service from a Mole Valley District Council employee that has not only met, but exceeded your expectations, you could nominate them for an 'Above and Beyond' Customer Service Award.
Our Customer Promise demonstrates the level of service you can expect to receive when contacting us. We expect our staff to provide you with customer care that reflects our organisational values to listen, trust, care, respect and lead.
Customer Care Standards of Service
As part of our commitment to good customer care, we ensure that our reception area is:
At busy times, we may need to ask you to wait. Our reception area offers a variety of seating options and we provide a range of leaflets about different Council services for you to read and take home. We can offer a private interview room on request which also includes provision for young children.
We welcome your feedback on how we are doing both when we do things well and when we need to improve. When visiting us, please take a moment to complete our brief survey so that we can make improvements to our service. If using our website, please use the comments section at the foot of every page.
We recognise that there are times when things can go wrong. If you have a complaint, please ask to speak to the relevant service manager in the first instance so that we can try to resolve it straight away. For formal complaints, please contact us.
© 2018 Mole Valley, Pippbrook, Dorking, Surrey, RH4 1SJ.
Tel: +44 (0)1306 885001 Fax: +44 (0)1306 876821, 2018.