Carmarthenshire Direct wins national award
Carmarthenshire Direct has been awarded a national Customer Excellence Standard for its first class service.
The new award, which replaces the Chartermark scheme, aims to make a real difference to public service users by encouraging organisations to focus on their customers’ needs and preferences.
It has been developed by the Government to offer public services a practical tool for driving customer-focused change within their organisations.
A statement on the award reads: “The foundation of this tool is the Customer Service Excellence standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.”
Carmarthenshire Direct, which includes the contact centre and Customer Service Centres at Llanelli, Carmarthen and Ammanford, was successfully assessed against strict criteria to gain the standard.
Mystery shoppers tested the service, and interviews were carried out with staff and customers.
The criteria included developing an in-depth understanding of the customer, a customer-focused approach throughout the organisation; accurate and detailed information; management of problems, and high standards of service.
Carmarthenshire has been presented with a Customer Service Excellence hallmark certificate to display as recognition of excellence and achievement.
Customer care executive board member Cllr Kevin Madge said: “This award demonstrates the high quality service provided to residents, and our commitment to customer care.
“I would like to thank the staff who work so hard to help people with a huge number of queries, and demand for services.
“We will continue to make improvements so that the people of Carmarthenshire can be assured of a first class service at all times.”
Customer Services Manager Penelope Graepel is congratulated by Cllr Kevin Madge, watched by Carmarthenshire Direct staff. Pic: Jeff Connell.
The new award, which replaces the Chartermark scheme, aims to make a real difference to public service users by encouraging organisations to focus on their customers’ needs and preferences.
It has been developed by the Government to offer public services a practical tool for driving customer-focused change within their organisations.
A statement on the award reads: “The foundation of this tool is the Customer Service Excellence standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.”
Carmarthenshire Direct, which includes the contact centre and Customer Service Centres at Llanelli, Carmarthen and Ammanford, was successfully assessed against strict criteria to gain the standard.
Mystery shoppers tested the service, and interviews were carried out with staff and customers.
The criteria included developing an in-depth understanding of the customer, a customer-focused approach throughout the organisation; accurate and detailed information; management of problems, and high standards of service.
Carmarthenshire has been presented with a Customer Service Excellence hallmark certificate to display as recognition of excellence and achievement.
Customer care executive board member Cllr Kevin Madge said: “This award demonstrates the high quality service provided to residents, and our commitment to customer care.
“I would like to thank the staff who work so hard to help people with a huge number of queries, and demand for services.
“We will continue to make improvements so that the people of Carmarthenshire can be assured of a first class service at all times.”
Customer Services Manager Penelope Graepel is congratulated by Cllr Kevin Madge, watched by Carmarthenshire Direct staff. Pic: Jeff Connell.
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