• Responds to suggestions from customers to improve ourselves
  • Is solution-oriented and works with our customers to address problems
  • Provides fantastic customer service and sets an example in this way
  • Is courteous and professional at all times
  • Is consistent in our responses and the information we provide
  • Listens to our callers and takes all issues seriously
  • Apologises when appropriate and is not afraid to acknowledge when we have messed up
  • Responds to every email we receive, and provides helpful and timely responses
  • Goes the extra mile – always asking ‘what else can I do?’ and ‘how can I do more?”
  • Delivers on its promises
  • Has integrity and is unwilling to compromise on our values.
  • Fixes everything twice – once when the problem first occurs and second by finding a way to stop the problem happening again
  • Courteous, professional and enthusiastic staff who will greet you in a friendly way and identify themselves
  • Staff with the knowledge, authority and responsibility to deal with your enquiries or to be able to refer you to someone who has.
  • A solution-oriented focus when dealing with your questions and a commitment to working with you.
  • Confidentiality and respect for your privacy
  • All emails and phone calls will receive a prompt response in line with our standards
  • Clear and accurate information, and an easy-to-use service
  • emailing or calling us first if you have any questions
  • telling us as soon as possible of any problems or potential problems
  • treating our staff courteously
  • providing feedback to enable us to improve our service
  • providing accurate information in your dealings with us
  • working with us to solve any problems you may have.