Council retains top customer service award

The Highland Council has retained a top national award for customer service. 
In July 2011, the Council was awarded the Cabinet Office-approved Customer Service Excellence Standard in recognition of the service it provides through face-to-face contact with the public at its network of 35 Service Points, through telephone contact with its Service Centre in Alness and through the Registration Service.

An annual follow-up inspection has confirmed retention of the Customer Service Excellence Standard and on top of this, the Council has achieved a Compliance-Plus Award reflecting the wide range of partnership arrangements it has put in place with organisations, such as Northern Constabulary and the Identity and Passport Service.

In order for an organisation to be recognised as achieving Customer Service Excellence, it must be successfully assessed and certified against the standard set by a licensed certification body approved by the Cabinet Office, which examines customer delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer needs and insight, understanding the user’s experience of the service delivered and measurement of customer satisfaction.
Councillor Dave Fallows, Chairman of the Council’s Finance Housing and Resources Committee, said: “We are delighted that our Customer Services network has retained this exacting new standard.  This is testament to the high level of professionalism and customer care shown throughout the network.”

Alistair Dodds, Chief Executive, said: “Improving customer care is a priority in the Council. Retaining this award  reflects tremendously well on our staff, who deserve the highest praise for maintaining high standards of customer care.  We know from repeated customer surveys, just how highly the public appreciate the way their requests for services are handled.”

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