Customer Care
Involving Our Customers We will make sure we understand what our customers need, and develop our services around our customers’ expectations. We will: Our people We will: Reaching us We will: Customer Care How we communicate We will: Measuring how we perform We will:
● regularly ask customers for their opinions about our services.
● ensure that our customers help shape the services we deliver.
● be honest about what we can do and what we can’t.
We recognise that we rely on our staff to deliver great Customer Care.
● ensure our staff are trained and competent to deliver our services.
● ensure our staff treat every Flowfront client as we would wish to be treated ourselves with respect, courtesy and understanding.
● train every member of staff in Customer Care.
We will provide different ways to help people contact us and access the services they need.
● make information about Flowfront and its services easily available.
● publish opening hours and describe how to access services.
● provide a welcoming, friendly environment, easily accessible to all.
We want to make every contact a positive experience for our customers.
● always listen carefully to what customers and colleagues say.
● be polite and honest.
● give a contact name and details.
● let people know what will happen next.
● provide a suitable environment and ensure confidentiality.
● write letters, emails and publications that are easy to read and understand.
● respond to letters and emails promptly and when that is not possible, we will send an acknowledgement with details of who is dealing with the matter.
● let people know if there will be a delay in responding.
● ensure answer-phone messages are clear and tell people when to expect a reply and offer an alternative contact.
We want to make sure that our commitment to Customer Care is making a difference, and we will assess our success by measuring what our customers value.
● seek regular feedback on Customer satisfaction.
● publish details of how customers can tell us about complaints, pay compliments and give us feedback.
● investigate all complaints thoroughly, as quickly as possible, and learn from mistakes.
● set specific Customer Care standards and publish the results.
