As part of St Leger Homes of Doncaster (SLHD) commitment and vision to ensure we put our customers at the heart of everything we do, we understand good customer care reflects the whole culture of the organisation. Good customer care is based upon not just the knowledge and skills of an individual but also upon the way the organisation as a whole presents a clear, positive and professional message.
The experience our customers have when they contact us influences their perception of us. Whether their experience is good or bad, that opinion lasts until the next time they contact us, or in some cases forever. This means we only get one chance to make a good impression, so we need to ensure that no matter which member of staff a customer speaks to, we get it right every time. This goes beyond just being polite or courteous, this should occur as a matter of course. It means listening to them, providing them with a full and informed response, not passing them around from department to department and in some cases going the extra mile and exceeding their expectations.
With all this in mind we want your views on what is important to YOU in terms of customer service and customer care so we can create our new customer charter. Based on feedback already received below is a list of 20 promises based around customer care.
These are all important to us however we would like you to let us know which would be your top 10 promises when it comes to customer care. Please don’t worry if you would like to add any more as there is also a section where you can leave us any general feedback or other ideas you would like us to include.
Once we have received your feedback this will all be combined and will be pulled together to create our new charter and our service standards that our staff will commit to deliver for you.
Thank you for taking the time to give us your views and feedback.
Louise Robson – Customer Focus Service Manager