Customer Service Standards
As a customer of the Council's Leisure Services you can expect
the following levels of service from us. We will be:
Courteous
- giving polite and prompt responses to your enquiries
- Available (when we say we will be:)
- ensuring that the phone is answered in person between 8.30am
and 5pm every week day
- returning your calls within 24 hours
- acknowledging your e-mails within 24 hours or the next working
day
- responding to your letters within five working days
Efficient
- giving accurate responses
- ensuring our prices give value for money
- ensuring that facilities, events and activities are of a high
standard
Accessible to all
- working to ensure that all our customers are able to receive
the same services
- creating a varied programme of events and activities in line
with the council’s priorities
- making sure that we market our events and activities clearly
and accurately so that you know what is available
Welcoming
- wearing name badges so you know who you are talking to
- providing information on how to find us
Attentive
- listening, consulting and encouraging suggestions and acting on
your feedback
- making available customer feedback facilities on our web
pages
Easy to understand
- providing accurate information in person, in our leaflets and
on our website
- providing on request, information in alternative formats such
as braille or audio disc and in alternative languages
- using Plain English
Safe
- complying with Tunbridge Wells Borough Council’s Child
Protection Policy
- ensuring that our events and activities are fully risk assessed
and appropriate safety measures are in place