Hi Gail – I’ll try again..
OK – at Warringah we do not include SM in our charter
We recognize that it is only 1% of our customer requests
Also, we know that SM customers don’t expect immediate response (in fact 65% expect action within same work day & 22% no action at all)
We action within same working day – treated just like our email and digital / online e-Requests
The charter should be a positive statement and what you can do … I’d down play any mention of difficult/irate customers …
having said that, we state upfront the following;
This charter sets out the standards of customer service you can expect as we aim to deliver a wide range of accessible, high quality services to meet your needs. Council hopes that you treat our staff with the same respect and professionalism that they will offer you