Customer Service Standards
Customer Service Standards
Bath & North East Somerset Council is committed to:
- Understanding what our customers need
- Making our services better
- Making it easier for customers to use our services, and finally
- Increasing customer satisfaction
We will be doing this by:
- Listening to our customers
- Using the latest technology, and
- Training our frontline staff to have the best customer service skills
The Council aims to give a consistent level of service, in an efficient, effective and courteous way, no matter how customers contact us.
Standards of service you can expect when contacting the Council:
In person
We aim to:
- Offer a welcoming and efficient service
- Ensure staff identity badges are clearly visible at all times
- Display opening times and be open when we say
- Provide services that everyone can access
- Provide a safe, tidy and clean environment for our customers to visit and use
- See customers on time when they have made appointments at our offices. If we have to cancel appointments, let customers know in good time and re-book a mutually convenient appointment
By telephone
We aim to:
- Answer the phone giving our first name and department name
- Answer 80% of all calls within 20 seconds
By SMS Text Message to Council Connect
We aim to:
- Send a reply by the end of the next working day
- Ensure responses will be given within a maximum of 3 messages, and if we can't do this, we will call instead to discuss
By email to Council Connect
We aim to:
- Send a reply by the end of the next working day
- Send emails that are clear, concise and easy to read and understand
By letter to the Council
We aim to:
- Send an acknowledgement to all complaints within 5 working days
- Send a full reply within 15 working days from the complaint being received. If we need to make further investigations we will tell the customer.
Freedom of Information Act - request for information
We aim to:
- Send an acknowledgement within 5 working days of receiving a written request for information
- Send full information within 20 working days
Our expectation of our customers
We need our customers to:
- Tell us if we have exceeded your expectations or have not delivered a service to your satisfaction
- Let us know if you no longer require a service, or wish to cancel an appointment we have previously made for you
- Inform us of any changes to circumstances such as address, status and contact numbers
- We expect our staff to be treated with courtesy and politeness by members of the public
Making Bath & North East Somerset an even better place to live, work and visit