Customer Care Charter : Cumbria County Council

Policy

To develop consistency of customer care through identified standards which ensure that customer satisfaction is at the heart of everything we do.

To raise standards beyond those currently expected so that customers are genuinely gratified instead of merely satisfied. It is not enough to give good service - our aim must be to ensure excellence at all times.

Our people must be valued as an integral part of the success of the organisation and are key to the realisation of the customer care philosophy.

Intent

To trade and behave ethically.
To provide a quality service or produce which matches or betters the customer's requirements.
To get things right first time every time.
To present and promote a professional image at all times.
To encourage customers to tell us where we can improve.
To use customer feedback positively.
To rigorously measure our performance and challenge everything we do.
To ensure customer delight and repeat business.
To become the customers first choice.
To provide innovative and timely solutions to customer's problems.
To ensure all employees have the opportunity to contribute.
To promote our success.