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Tameside Control


Mission Statement

Quality and Customers are the focus of everything we do.

To provide a positive image of the Council to all telephone customers by ensuring a high quality, quick responsive answer to both internal and external customers. To satisfy all customers at the first point of contact where possible with accurate information and advice or where applicable liaising with other departments of the Council or connecting to the appropriate officer.

Service Standards


Salutation on all phones

  • Tameside Control, how can I help you.

Speech/tone

  • We will be helpful and efficient
  • We will speak clearly and calmly
  • We will not use patronising terms
  • We will sound bright, polite and interested
  • We will use the customers name if we have it
  • We will use a welcoming and professional tone
  • We will never be rude, abrupt or appear angry with customers
  • We will adhere to the Councils Code of Conduct
  • We will use a confident and competent manner

Handling the call

  • We will aim to answer 80% of all calls within 20 seconds
  • We will apologise if the customer has had to wait at busy times
  • We will listen carefully and remain professional
  • We will endeavour to deal with calls at the first point of contact
  • We will take down accurate information from the caller
  • We will not use jargon
  • We will acknowledge that we are listening when the customer is talking
  • We will summarise the information to ensure we have understood
  • We will make appropriate comments whilst locating information for the customer
  • We will explain to the caller if we need to put them on hold to obtain the relevant information
  • We will log all customer details and ring them back if necessary explaining when they can expect to be called back
  • We will not raise false expectations in terms of service delivery but we will try to deal with all calls effectively
  • We will try to give as much information to our customers as possible so they will go away feeling satisfied
  • We will never be judgemental or give personal opinions
  • We will not shout to colleagues across the office or carry on a conversation with someone else when we answer the phone

Transferring Calls

  • We will ensure we know how to transfer a call
  • We will advise the customer that we are transferring them
  • We will announce ourselves and the callers name/details to other services, or back offices, if we are unable to deal with the call ourselves
  • We will transfer calls to the correct or appropriate department, which specialises in the request
  • We will offer to email if the client is unavailable
  • We will offer the caller the direct number if the line is engaged

Confidentiality

  • We will reassure and advise the customer that their details will be dealt with in the strictest confidence
  • We will not discus clients details in public
  • We will shred all clients' jobs at month end
  • We will adhere to the Data Protection Act

Dealing with complaints/aggressive customers

  • We will welcome complaints and learn from them
  • We will remain professional and empathise with the customer
  • We will use the callers' name if we have it
  • We will not talk over the customer, but will listen to the customer and wait for a break in their dialogue
  • We will not be sarcastic with a customer
  • We will reassure the customer that their complaint will be dealt with
  • We will remain calm and polite
  • We will not get involved in an argument with the customer
  • We will give our name upon request
  • We will ensure we are trained to deal with aggressive customers
  • We will apologise where appropriate
  • We will offer a corporate complaint where necessary

Equalities

  • We will treat our customers with equal respect, courtesy and dignity
  • We will remain unbiased regardless of our customer's gender, ethnic, social or religious orientation or age.
  • We will be sensitive to special needs and will ensure we assist disabled people in the correct manner
  • We will use an interpreter's service when dealing with customers who do not speak the same language
  • We will ensure staff are familiar with using the minicom when dealing with hearing impaired customers
  • We will be non-judgemental
  • We will ensure we have had Diversity training and are aware of current Equalities legislation
  • We will adhere to the Council’s Diversity Policy

Ending a Call

  • We will summarise the content of the call to ensure we have understood
  • We will advise the customer what will happen as a result of their call
  • We will advise the customer of realistic time scales for service delivery etc
  • We will end the call on a polite, positive note by using such phrases as: "Thank you for your call" and "You are welcome" (when being thanked)

Positive Image

  • We will always consider how the customer views our service and encourage comments
  • We will always promote Tameside Council in a positive way
  • We will not create an us and them image, we are all part of the same organisation
  • We will always put the customer first
  • We will portray the Council as a friendly organisation that customers find approachable, can confide in and trust

Environment

  • We will ensure staff arrive promptly for work
  • We will ensure our service operates 24-hours a day, 365 days a year
  • We will ensure our equipment is operational and that we have the necessary skills to fault find
  • We will ensure all staff log onto the systems at the start of their shift
  • We will conform to the Health & Safety regulations
  • We will fill out an accident report if an accident has taken place in the building
  • We will provide a control room that complies with the office risk assessment that is clean, tidy and well presented

Do these standards reflect what you want from this service and do you understand what they mean? Send Us a Message