What does Customer First mean for my customers?
By achieving the Customer First Standard and by displaying and using the Putting the Customer First ® mark you are sending out a strong clear message to your customers that you put them at the heart of your organisation.
Your customers can now expect...
- their needs to be clearly diagnosed and their objectives understood prior to any service being delivered to them
- to be given access to the full range of services available - whether delivered directly by you or by another more appropriate service provider
- to be clear about what they can expect from any service you deliver to them and the timescales within which that service will be provided
- that you will continually review their needs and follow up after services have been delivered to them
- to have open access to your customer feedback and complaints procedure and that their feedback on services will be listened to and, where appropriate, will inform the development of future services
- services to be clearly targeted, relevant and appropriate for them
- Your people to be appropriately trained and developed to have the necessary skills to diagnose and meet your customers' needs
- Your people to deliver an impartial and objective service operating in the best interests of customers at all times