Customer Care administration procedure

Purpose

In order to improve the quality of life for those in Camden who are already using our service, Customer Care is vital. It is important to recognise that in dealing with the public we have a duty to behave in a manner which reflects well on our service and on the council in general.

Responsibility

All staff

Process

When dealing with the public whether by phone, in a letter or face-to-face they must be treated with courtesy, respect and helpfulness at all times.

Phone Calls

All phone calls to the service should be answered by following Careline’s Call Handling Procedure.

New Customer Referrals

The service may be contacted by professionals from within and outside of the council and members of the public to request a Careline demonstration/installation. New referrals should be dealt with by following the new Customer Referral Procedure.

Additional responsibilities - Referrals

Where a joint appointment has been arranged with a professional and a Careline Installation Officer:

• Phone them the day before to confirm that they are still going to meet the Installation Officer at the customer’s home.
• Confirm the time, that the keys are available (if gold service) and that they have explained the costs to the customer.

If the customer has opted for the Silver Service ensure that the forms that were sent to each contact has been received back. Or if they were all sent to the customer phone each contact to confirm that they agree to be contacted day or night and that they have keys for the customer.