Customer Service Policy

Corporate Customer Care Standards

In developing these standards we have sought to:

  • Set standards which are user friendly, customer focused and measurable
  • Clearly state how staff should behave in dealing with customers
  • Set performance targets which can be reviewed regularly
  • Give consideration to legislation, good practice and national standards
  • Ensure staff are equipped to deliver services taking into account equality and diversity so that:

We will:

  • Regularly ask our customers for feedback about our customer service
  • We will use this feedback to help shape the services we deliver
  • Ensure our staff are trained and competent to deliver our services
  • Ensure all staff and members  are trained in Customer Care

General Principles When Dealing With An Enquiry:

When dealing with an enquiry from a customer, whether face to face or by telephone:

  • Listen carefully to the enquiry
  • Record customer contact details accurately
  • Ensure that the nature of the customer’s enquiry is understood clearly
  • Aim to resolve enquiries (80%) at the first point of contact

Telephone Callers

  • Aim to answer the telephone within five rings
  • Aim to answer 80% of calls offered
  • Greet customers in a polite and courteous manner saying, “Good morning/afternoon, Sheridan Internet (insert service) (insert first name) speaking, how can I help you?”
  • Where a customer has a hearing impairment offer access to an alternative system
  • Give your full attention to the customer
  • Take ownership of the call, resolving the customer’s enquiry wherever possible
  • When taking a call for a colleague, use an effective message taking system and make sure the customer is called back
  • End the call with a thank you and confirm with the customer the outcome

Use Of Voicemail

  • Only in exceptional circumstances will a customer be expected to leave a message on a voicemail
  • Use voicemail only for short periods or specific purposes
  • Ensure recorded messages are personalised, audible, accurate, and appropriate and where possible, provide alternative contact details
  • Give the caller an option to leave a message
  • Respond to all messages within 24 hours or the next working day if the message is left over a weekend or Bank Holiday.
  • Regularly update your voicemail message

Face To Face Contact

This covers personal callers with or without appointments, contact with customers at events, meetings out and about and site visits.

  • Aim to greet customers and introduce ourselves within 5 minutes of their arrival at our building / event
  • Be welcoming, courteous and helpful at all times
  • Give your full attention to the customer
  • Keep the customer informed of the length of time they are likely to wait to see the person they need
  • Offer an appointment where this may be more appropriate, responsive or efficient
  • When discussing personal information, always arrange to do so in a confidential environment eg interview room
  • Ensure staff wear identification badges

Personal Calls To Customers

This covers visits to customers’ properties

  • Wherever possible or appropriate makes visits by arrangements with the customer, clearly stating the purpose of the visit
  • Keep customers informed of any changes to the visit arrangements.
  • Carry your identity card at all times and show it to each customer before entering the property
  • Encourage customers to check your identify with the our offices, for example by telephoning.
  • Use tact and courtesy as a visitor in another person’s home treating their property with respect
  • Follow up your commitment to the customer with action

Written Communication

This covers letters, faxes and e-mails

  • Reply to letters requiring a response within 10 working days, if this is not possible we advise you why and give you a response date
  • Respond to emails within 5 working days
  • Respond to the correspondence in the language of the original communication
  • Ensure the presentation of all written correspondence is easy to understand, professional and accurate
  • Include a contact name and direct dial telephone number, together with any other information needed (eg reference number) to assist the customer


Comments, Compliments and Complaints

  • Be open to receiving feedback from customers
  • Pass comments and suggestions on to your manager, if they may improve the service
  • Ensure compliments are recorded and shared with colleagues
  • Aim to resolve all concerns (except serious complaints) raised by customers immediately and informally wherever possible
  • If informal resolution is not successful, tell the customer they can make a formal complaint, and help them to do so.
  • In the case of a serious complaint, tell your manager.

Customer Care Charter

As part of our commitment to you, these standards will apply to all our services:

We will be:

  • Courteous, helpful, open and honest in delivering high quality services
  • Professional and positive in our approach
  • Well-informed, so that we are able to help you
  • Effective in listening and responding to you when you are dissatisfied or complain
  • Treat everyone fairly and equally, with respect and dignity.

When you have contact with us, we will:

  • Aim to answer the query at the first point of contact whenever possible.
  • Aim to answer your telephone call within five rings
  • Arrange for someone to call you back promptly if we cannot answer your query immediately
  • Provide a simple and effective self service via the internet
  • Aim to respond to your letters, faxes and emails in a prompt and timely manner.
  • Arrange an appointment if necessary for you to speak to someone who can help you
  • Show you an identity badge when we visit your home or business
  • Use plain English that is clear and easy to understand

We would like you to:

  • Treat our staff with courtesy, respect and dignity
  • Keep any appointments that you have with us, and notify us if you are unable to attend
  • Give us the information we need to help you
  • Give us your views and suggestions to help us improve our services

Recent work