Description

• Providing the best quality service to external and internal clients
• Building genuine and open long-term relationships in order to drive up service standards

Self

• Resolving problems quickly in a cheerful, friendly manner
• Ensuring systems and processes are kept up to date
• Delivering what you promise
• Setting appropriate boundaries and managing expectations
• Being clear about where you can be flexible and where you cannot and why
• Being up to date with best client service practice in the sector
• Engaging positively with quality assessment processes

Others

• Seeing things from your clients’ viewpoint
• Listening, questioning and clarifying in order to understand your clients’ needs
• Using client feedback to drive improvements
• Tailoring communication to meet clients’ needs
• Fostering a continuous improvement philosophy
• Delivering consistent service standards

Organisation

• Defining excellent service
• Interpreting rules and regulations flexibly to balance client and organisational needs
• Consistently giving positive messages about the organisation