Customer Services

A Quiz about

Customer Care Standards at Islington Council

Customer Care links and relevant policies

Please check that you understand the standards and behaviours which underpin LBI Customer Care

and answer this short quiz. Thank you.

Customer Care standards

Dignity for All Policy

Ways of Working

Islington values – what we believe

Which 3 are our core values:

A. We put serving the public first

B. We put serving our staff first

C. We are open, honest and fair

D. We respect all people and communities

E. We believe some communities deserve more respect than others

F. We believe in magic

Islington values – what we believe

A. We put serving the public first

C. We are open, honest and fair

D. We respect all people and communities

Dignity for all policy

Islington Pledge – who does it apply to?

a. A promise to everyone who lives in the borough

b. A promise toeveryone who works in the borough

c. A promise to everyone who visits the borough

d. A promise to everyone who lives, works in, or visits the borough

Customer Care Pledge

Islington Customer Care Pledge – promises quality customer service to

d.

everyone who lives, works in,

or visits the borough

so that’s everyone!

Islington Pledge

Our pledge to you promises that we will

• be fair and treat everyone equally, with courtesy and respect

• provide polite, welcoming and efficient services which are accessible to all

• provide helpful information and secure website transactions

Which of these apply to your customers?

Islington Pledge

Which of them apply to your customers?

ALL of them

bit of a trick question!

Customer Care standards - telephone

What can our customers expect when they phone us?

Answer 6 questions about the telephone!

Phone standard

Council wide standards

Telephone – speed of answer?

How quickly will we

answer you?

Telephone – speed of answer

You can expect us to

Answer as quickly as possible

Council wide standards

Telephone – greeting?

How will we greet you?

Telephone – greeting

You can expect us to

Greet you and give our

name and department

Customer Care standards

Telephone – attitude?

How will we sound?

Telephone – attitude

You can expect us to always be

Polite, friendly, helpful

Customer Care standards

Telephone – if we can’t help immediately?

What if we can’t help immediately?

Telephone - if we can’t help immediately

You can expect us to

offer to call back

by end of next day

Customer Care standards

Telephone – if we need to transfer your call?

What if we need to transfer your call?

Telephone – if we need to transfer your call

You can expect us to

• give you the name and number of the person you being transferred to

• pass on your name and details to the new staff member,

• or take a messageCustomer Care standards

Telephone – if you leave us a voicemail?

What can you expect if you leave us voicemail?

Customer Care standards

Telephone – if you leave us a voicemail

You can expect us to

Respond to your

message within a day

Customer Care standards

Customer Care standards - reception

What can our customers expect when they visit us?

Answer 4 questions about reception!

Reception – attitude?

What attitude can customers expect from us if they visit us?

Customer Care standards

Reception – attitude?

Customers can expect us to be

Polite, friendly and helpful

Customer Care standards

Reception – how quickly will you be seen?

How quickly will customers be seen at an office?

&

What if there is a queue?

Reception – how quickly will you be seen

We will see customers as quickly as possible

&

Update them if there is a wait and explain any delays

Customer Care standards

Reception – how will we present ourselves?

How can customers expect us to present ourselves?

Reception – how will staff present themselves

Staff will be

Be presentable, and always wear an Islington badge and a

uniform if required

Reception area – appearance?

What can customers expect in the reception area?

Reception area - appearance

Reception areas which are clean and tidy and accessible

Displaying clear signs (including hours)

With up to date information on display

Customer Care standards

What does ‘WOW’ mean? (in Islington)

A. Week of work

B. Which options work (best)

C. Ways of Working

D. It is an expression of wonder!

E. Wisdom, optimism & well-being

What does ‘WOW’ mean

‘Ways of Working’

describe the behaviours expected from staff who work for Islington Council.

The WOW standards for behaviour

What are the five

Ways of Working

The 5 Ways of Working (WOWs) are

Put ourselves in their shoes

Work as one

Show we care

Keep things simple

Make every penny countWhat do they mean in your role?

Well done you have finished the quiz