Customer Service Excellence Standard
In June 2010, Carmarthenshire Direct were awarded the Cabinet Office Customer Service Excellence standard accreditation.
The Customer Service Excellence standard has proved to be a useful practical tool for driving customer-focused change within the service.
To achieve the accreditation, the service underwent a rigorous on-site inspection which involved the assessor talking to customers, staff and other departments in the Council.
We met the required level of service in each of the five areas:
• Customer Insight
• The Culture of the Organisation
• Information and Access
• Timeliness and Quality of Service
In the assessment report the assessor commented that, “The service is well-managed, has a culture of customer focus and can demonstrate high levels of customer and staff satisfaction. Extensive benchmarking shows that the service compares well with other similar services in Wales.”
Carmarthenshire Direct is the only service in Carmarthenshire County Council to have achieved the Customer Service Excellence accreditation.
National Customer Services Week
National Customer Services Week is organised and promoted by the Institute of Customer Service. It is an annual week long event to celebrate Customer Service professionalism and highlights the commitment Carmarthenshire Direct has to achieving Customer Service Excellence.
Carmarthenshire Direct has participated in National Customer Service Week since 2010. Events held to celebrate the week have included customer service quizzes and competitions, a non-uniform day and a charity raffle, all of which have raised money for various charities. Additionally, Senior Managers have gone ‘back to the floor’ and spent time shadowing Carmarthenshire Direct staff, experiencing customer service on the ‘frontline’.