Highland Council Customer Services Team receive Customer Service Excellence Award
Highland Council customer services staff have been praised for achieving and retaining the externally assessed Customer Service Excellence Award since 2010.
This standard is only awarded when an organisation is able to demonstrate to the Cabinet Office that they are “producing a first class customer service”.
The customer must be central to service delivery and emphasis is placed on complete customer satisfaction throughout their contact with the council. Continuous improvement is also measured.
The comprehensive assessment covers all aspects including Service Points, the Service Centre, the Registration Service, digital services and the provision of partnership services to external customers such as HM Passport Service.
The external assessor was very impressed with “the helpfulness and friendly approach of staff in the locations visited”. He commented on the quality of services saying: “this demonstrates a complete focus and ethos of first class service delivery”.
The report praised the range of information available: “Full and meaningful information is provided in a variety of ways, including web-based facilities, electronic channels, social media and hard copy visual material. Information is provided to the right people, at the right time and using the right channel.”
Chair of Resources, Cllr Bill Fernie praised the staff involved saying: “Achieving and retaining this national award demonstrates the high quality service delivered by council staff. Everyone concerned should be very proud of this prestigious recognition.”