Marketing & Development

Transcription

1 Marketing & Development Customer Service Standards Publication date Oct 2008 Version 2.0 Created by Marketing & Development Page 1 of 5

2 A. What does the Marketing and Development service do? The Marketing & Development service encompasses: Marketing & Media planning Market research * What s On Walsall Website * Leisure Culture & Life Long Learning databases Print co-ordination and production Advertising Proof reading Sponsorship and marketing partnerships Advice on all marketing matters including branding and corporate communications *Hire & Box Office This service is provided to: Arts & Events ~ Forest Arts Centre Music in Schools service Events programme, including Walsall Illuminations Sport & Leisure Development ~ Sports Development Service Health & Fitness Bryntysilio Outdoor Education Centre Aldridge High Ropes Outdoor Education Centre Green Spaces ~ Parks Play Areas Open Space Countryside Sport & Leisure Management ~ Gala Baths Oak Park Leisure Centre Bloxwich Leisure Centre Willenhall Leisure Centre Darlaston Pool Bentley Leisure Pavilion The Grange Golf course Libraries & Heritage ~ Walsall Libraries Walsall Leather Museum Walsall Museum Catering Services ~ Primary & Secondary School catering Town Hall Restaurant Norfolk Place Engineers canteen College of Continuing Education Creative Development Team Page 2 of 5

3 B. What can our customers expect from the Marketing and Development service? We aim to: Market and promote a wide range of leisure and cultural opportunities (sports, arts, green space, heritage, events, facilities and experiences) which inspire people to choose a more active, enjoyable and happy life in Walsall. Wherever possible we will aim to work with others to deliver both our and their cultural targets through the marketing and promotion of:- a) Health, physical activity, walking and exercise b) Music, dance, drama & digital media c) Sports development and outdoor activities d) Good quality leisure facilities e) Encouraging healthy eating f) Events and festivals, shows and theatre g) Delivery of the Green Space Strategy h) Positive promotion and marketing of these and other opportunities In essence, we adhere to the Leisure and Culture aim of:- Activity, Personal Health, and Quality of Life. These are our Customer care values. We will: 1. Manage your request promptly 2. Provide good quality services 3. Be helpful, fair, honest, professional, courteous and consistent 4. Provide the relevant information that you need 5. Take ownership of your query 6. Be realistic in what we say we can do, or can t 7. Treat your personal information as confidential and keep it secure 8. Listen to your comments ~ and learn from them. C. What does the council expect from its customers? We ask that you: 1. Help us to improve our service to you only by your feedback (positive or negative) can we improve. 2. Let us know immediately if there is anything wrong 3. Be polite to us Page 3 of 5

4 D. How can I comment, compliment or complain on the Marketing & Development service I have received? Have we done a good job? Then Tell Us. You can complete a form on which you can make comments, suggest how we can improve our services or make a complaint or compliment. Tell Us forms are available from all council offices, or: Write to us at: Customer focus and intelligence Walsall Council Civic Centre Darwall Street Walsall WS1 1TP Telephone Fax Textphone If you have internet access, you can complete the form online at Information in other languages or formats is available on request, or see our website for the electronic translation service. E. How can you get in touch with Marketing and Development? You can contact our service via: Marketing& Development, Leisure & Culture, 12th Floor, Tameway Tower, 48 Bridge Street, Walsall WS1 1JZ Marketing & Development oakleyl@walsall.gov.uk Marketing kinga@walsall.gov.uk Box office & Hire lalkooners@walsall.gov.uk Tel: or or or or or or 0305 or 0303 * Box Office Fax: Opening Hours 10.00am 4.30pm Our opening hours (via the First Stop Shop) are: 8:45am to 5:15pm Monday to Thursday, and 8:45am to 4:45pm on Fridays. First Stop Shop, Walsall Council, Civic Centre, Darwall Street, Walsall, WS1 1EU Page 4 of 5

5 The main enquiry number is Fax Visit our website at Leaflets can be made available (not necessarily immediately) in English and the most frequently requested alternative languages which currently include Punjabi, Turkish, Bengali, Urdu, Kurdish, on audio tape and in large print. Also visit our website for the electronic translation service. Service standards are published on the council s Internet site Page 5 of 5