Customer charter

INFO in Herefordshire - Our Commitment

INFO in Herefordshire and its staff are committed to making its services more accessible to the public. We pride ourselves on our commitment to customer care and on providing a high quality service to customers. We accept that when a member of the public contacts us, they may not be entirely sure of the information or services they require. If we are unable to provide the answer ourselves, we promise to find the right person who can help. Our pledge to customers is that we will, at all times, provide this service to the best of our ability.

Our Standards - We aim to:

• Smile
• Be helpful, friendly and attentive
• Give customers our undivided attention
• Not use jargon
• Serve you within 10 minutes
• Answer 95% of all calls and 80% within 15 seconds
• Respond to written correspondence within 5 working days
• Never chat to or interrupt a colleague when dealing with a customer
• Keep our promises
• Encourage team work and good colleague relationships

Staff - All staff are:

• Trained and developed to ensure we are able to deliver a high quality service to customers
• Smart in appearance and identifiable by their uniform and name badge
• Available to give additional assistance to customers with special needs if required

Courtesy - We will at all times

• Resolve your enquiries and problems in a caring and efficient manner
• Provide a courteous and helpful service without discrimination
• Create a welcoming atmosphere in our INFO shops

Information - We will at all times:

• Ensure accurate and up to date information is available on all the services we provide
• Eliminate the need for you to make separate contact with Council departments and other organisations
• Publicise our Standards and Customer Charter and publish our performance against those standards
• Continually review our standards to ensure they are relevant to the service you require
• Publicise the standards we have set with our service providers and the different priority levels associated with each service. A detailed breakdown is available from the Local Co-ordinator.

Service & Presentation - We will always:

• Ensure all appropriate services are provided in the INFO shop
• Ensure leaflets are clearly displayed
• Ensure the shop is kept clean and tidy and regularly checked by staff to ensure our high standards are maintained.

Safety - We will ensure:

• Our shops are designed to be safe and easily accessible with low counters, private interview facilities and easy access for disabled users.