Excellence award for Mid Devon council team (From This is The West Country)

Excellence award for Mid Devon council team

7:00am Wednesday 9th December 2009

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THE Customer First team at Phoenix House and Crediton has achieved a nationally recognised accreditation for “Customer Service Excellence”.

The award looks at five criteria in relation to how the organisation looks after customers.

These are:

· Customer insight – how well does the organisation know its customers and what plans do they make to ensure that they are meeting the needs of the full range of customers in Mid Devon.

· The culture of the organisation – this covers the policies and standards for customer service and ensures that the customer is at the heart of our business.

· Information & access – how easy is it for customers to contact the organisation and use the services.

· Delivery – how services are delivered to customers across a rural community.

· Timelines & Quality of Service – the quality and timeliness of services.

Customer First staff deal with customers in person at offices in Phoenix house, Tiverton and at Market Street, Crediton, on the phone, by email and via the website.

Portfolio Holder for Working Environment and Support Services, Cllr Dennis Knowles, said: “Customer First staff are in the firing line and take the brunt of complaints that come into the council, most of which are about areas that they have no control over.

“They are very much on the front line and it is good for us to show our appreciation of the efforts they put in.

“This award is evidence of their hard work and is our opportunity to say a big thank you to those who work in customer service for a job well done.”

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