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Whitsunday Regional Council yesterday adopted a new Customer Service Charter to help buildand enhance our relationships and partnerships with our community and customers.
Mayor Jenny Whitney said the charter will also enable a system of continuous improvement for all levels of customer service.
“Customer service has a major influence on the reputation of the Whitsunday Regional Councilamong various key stakeholders and members of the community,” Mayor Whitney said.“The new Customer Service Charter has been developed from a whole of Council perspective withan aim to establishing a set of organisational commitments and standards for customer servicewhich can be embodied by all Council employees.“The Charter embraces a belief that customer service should be delivered by all staff across theorganisation and that every customer interaction is an opportunity to embrace excellence incustomer service.“The Customer Service Charter informs community expectations of customer service at Counciland will provide a level of shared understanding as to the capacity of Council in relation to a range of customer service priority areas.
“We will use your feedback to drive business improvements and deal with all feedback in an open and accountable manner, to improve our service delivery.
“Development of the Customer Service Charter provides Council with the opportunity to inform all concerned parties of the expectations of customer service at Whitsunday Regional Council.
“Clarity around service expectations and standards allows the community a degree of certaintywhen interacting with Council and establishes performance indicators for reviewing and reporting on customer service.
“Like any good relationship, communication is critical and the Customer Service Charter seeks to establish a platform of communication with the community which is clear, reliable and familiar.
“The Charter will ensure that this communication occurs in a productive, professional andappropriate manner,” she said.
The Customer Service Charter is available online or in hard copy at our Customer Service Centres.
“A training and development program is being developed to embed the commitments made in the Charter throughout the organisation.
“The Charter is only one of numerous initiatives being undertaken by Council to improve customer service within the organisation,” she said.
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