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
Comments Off on Answer for I have just devised a Customer Service Charter and one of the questions came up as to do we include social media as a way of responding?. Also should a statement be included as to irate customers. Can I have your opinion on these two issues .Regards Gail Allan Customer Service Supervisor Lithgow City Council