Customer Service Standards 2015 / 16

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1 Customer Service Standards 2015 / 16 The purpose of this approved Standard is to ensure that the Trust achieves its 10 year strategy, particularly Customer Excellence. By adopting minimum standards we will influence the four key behaviours and actions that are critical to our engagement with our customers: 1. Buying more spending and donating in greater amounts, more frequently 2. Advocacy telling, and getting, others involved, making our marketing go further 3. Loyalty and tenure participating more often, for longer 4. More efficient transactions reducing the call on our limited resources and improving services for our customers, (using digital and social tools, for example.) If this minimum Standard is not followed we risk: Not becoming a customer focused organisation, thus alienating potential advocates and supporters Visitor experiences being damaged, thus affecting our reputation A lack of destination management that can lead to lost opportunities for more spending and donations Losing the trust of our partners, stakeholders and potential funding bodies This document supersedes Standard EI 12 Customer Service Standards Issue 2 (Dec 2014) and has been reissued as a Trust Standard. Applicable date: June To be reviewed annually as part of the wider Customer Excellence Strategy. Applicable to: this standard applies to the Executive, Heads of Function and Line Managers as they and their teams are responsible for the delivery of both internal and external customer excellence. Responsibility: Line Managers will ensure that their teams apply these standards to all their interactions with both internal and external customers As custodian, the Head of Customer Services is responsible for periodically reviewing the document to ensure its on-going relevance and accuracy, based upon monitoring Summary: This is an update to the customer service standards that were brought together through BW s customer service transformation programme in At the time of their formation they involved considerable work by technical and customer service teams across all areas of the business. The standards were formed to help our customers understand what they can expect of CRT. They were also a useful additional tool in helping our people understand where, when and how they can contribute to CRT s future success. There were three elements to the standards People, Safety & Performance. This document is the result of an internal review to update these minimum standards now that we have become a Trust. As well as updating the Standards to take into account the growth of social media, the standards now also detail how we will achieve them. This is the minimum standard we expect from all our colleagues when they interact with both internal & external customers. Many teams will also have their own additional codes

2 of conduct and service standards that reflect their particular customer needs. Examples are face to face fundraisers; museums, attractions and destinations; legal, planners, engineers, heritage, anglers, environment and others giving professional advice; support services assisting internal customers such as finance, HR, IT and others giving professional support. These are interim standards whilst we conduct a full review of the customer experience, consulting with both internal and external customers on how we can improve their customer experience with us. Compliance monitoring arrangements: checking by line management frequent informal checks that their teams are applying the standards appropriately, including witnessing interactions with customers (both internal and external) follow through on any actions identified from the monitoring, i.e. give feedback that allows learning and growth of the individual monitoring and reporting arrangements by the central functional teams Customer Services will facilitate annual improvement of the standards and processes through formal and informal monitoring. This will include, but is not limited to, mystery shoppers, targeting customers requesting their feedback, formal surveys, user forums, contract standards compliance, formal monitoring programmes, social media, focus groups and national advisory groups. internal audit - will look at the effectiveness of the overall process on a risk basis. Authorised by: Chief Executive Date: 27 May 2015 Custodian: Head of Customer Services Review record: Issue Date Change 1 Feb 2008 Issued 2 Dec 2014 Updated titles and text only to Canal & River Trust 3 June 2015 Updated in line with the Trust s 10 year strategy

3 Canal & River Trust Customer Service Standards 2015 / 16 Industry research on customer service and satisfaction has identified a number of areas that are a priority for customers: delivery, timeliness and a quality of service; accessible and accurate information; professionalism and attitude of employees; understanding customers needs, listening to their views, responding to feedback and dealing with problems promptly Our people are key in delivering these priorities which, in turn, will will influence the four key behaviours and actions that are critical to our engagement with our customers: Buying more spending and donating in greater amounts, more frequently Advocacy telling, and getting, others involved, making our marketing go further Loyalty and tenure participating more often, for longer More efficient transactions reducing the call on our limited resources and improving services for our customers, (using digital and social tools, for example.) Key points to consider: The digital revolution is forcing organisations to focus on strategies to cope with growing demand across the customer channels. Our customers and stakeholders will be more demanding of us, they will want to engage with us across different channels and consume information in different ways such as on the move, on the riverbank, within the museums. We must enable the Trust to support these changing needs if we are to remain relevant to our customers We must understand and anticipate what our customers want and need The following standards: are aligned to the Trust s values and strategic goals will develop a customer focused organisation will create great experiences and places to visit for all our customers to enjoy Your Safety We take our safety responsibilities very seriously to our customers, staff, contractors and volunteers. A continuing challenge is to balance the 'open access for all' aspect of the waterways with protecting visitors from harm. As you would expect we have to cater for a wide range of activities and visitors. We've assessed the risks from all of the 2,000 miles of network and we have a program of work to reduce risks to our visitors. We also have to react to incidents when they happen in an appropriate and defensible way. We do this because it is the right thing to do and we are not solely driven by legislation which sets the lowest acceptable level of safety. At all times we have in mind the minimum intervention necessary to deliver an acceptably safe environment at the same time retaining the look and character of the waterways We have a defined set of Minimum Safety Standards. The 47 safety standards have been introduced so that customers know the minimum that they can expect around our network. Whether it s landings at all locks, clearance of vegetation on bends to give visibility or bollards at lock sides to assist boaters use our locks safely we have evolved our standards over the last few years and in an effort to keep in touch with customer expectations will look to review them (with customer input) throughout 2015/16.

4 Our People will: How will we do this? We will: smile, make eye contact and where appropriate use your name once we have learned it ensure the information we give you is accurate and up to date, to the best of our knowledge 1 be friendly, helpful, approachable and conscientious find the answer to your query even if we do not know it straight away make sure we never intentionally avoid acknowledging or making contact with you when we see you answer all telephones with a welcome message - Good Morning (or equivalent) / Name / Canal & River Trust / How can I help you? 2 make every effort to understand your query or complaint check our understanding of your enquiry or complaint clarify with you to ensure there is no misunderstanding check we have answered in full ask if there is anything further we can help with 3 take ownership of your enquiries remaining the main contact throughout, endeavouring to resolve them in a timely manner give you our name so you know to whom you are speaking ensure that you only speak to 2 people unless agreed directly with you ensure that if we cannot answer the enquiry straight away we will advise you when we will be able to do so, and by whom 4 5 use language that is appropriate to the knowledge of the person they are communicating with wear a name badge and branded uniform as appropriate minimise the use of jargon and acronyms when we communicate with you, using clear and plan language as appropriate ensure we dress appropriately to the task we are completing and / or the people we are meeting with 6 have an overall understanding of the waterway network and local destinations around it encourage our people to visit their local waterways and destinations to further their knowledge of the area make information available to our people so that if they are not familiar with an area they can find this out directly or have a contact who can help them with your enquiry 7 deal with inappropriate behaviour in a calm and professional way try to understand and empathise with your situation never shout, be rude or get personal but we may ask you to leave or cease communications if your behaviour becomes verbally or physically unacceptable if the situation still remains, a peer or manager will contact you to try and resolve the situation with you. 8 leave alternative contact details if they cannot be reached including annual leave include our name and job title so you are clear whom you have reached will include a return date within our voice mails and s will include an alternative contact number or contact so that your enquiry can be dealt with swiftly

5 OUR PERFORMANCE To improve your experience we will: make every effort to understand the needs of our customers How will we do this? We will: review comments and complaints regularly to understand your needs and what lessons can be learnt conduct research with a variety to customer groups engage directly with a wide variety of customer groups through advisor groups, partnerships, user groups and forums 1 publish current waterway dimensions and pinch points to allow you to plan your journey include limiting dimensions comprising of the length of locks & tunnels, width of bridges & water channel, water depth and headroom along with other local operational constraints that may affect the passage of craft 2 provide signage and noticeboards that are legible, clear, accurate and up to date. Redundant signage will be removed when new signage is installed make sure relevant Trust signage, as per the national standard, is used monitor signage & noticeboards every month ensure the information on signage & noticeboards is the same as that on our web & social media pages 3 develop our top destinations place welcome signage at each destination that complies with the national signage standards develop destination management plans for top 10 sites work towards gaining the DCLG Green Flag award at our pilot site gain VAQAS for our top 10 destinations make sure relevant Trust signage, as per the national standard, is used regularly service all electricity supply bollards and water points 4 ensure that our customer toilets and other facilities and equipment function correctly. Any unsafe situations or broken facilities will be responded to within 24 hours of notification regularly maintain all toilets, pump outs, chemical toilet & refuse disposal, showers & washing facilities, keeping them clean & serviceable provide information locally as where you can purchase cards and keys to use our facilities ensure that service block closures or facilities unavailability will be on website and local signage erected if closure is over 4hours from first notification, and to be removed on website and signage removed within 4 hours of opening. Signage will include details of the nearest alternative facilities 5 make every effort to keep our environments free from fly tipping and litter is removed regularly empty bins and waste centres regularly, reflecting customer usage regularly remove floating debris and general towpath litter, reflecting customer usage and resources available remove fly tipping within 48 hours unless it is hazardous waste, which will be removed by a specialist contractor remove carcass within 24 hours provide recycling points where feasible

6 6 maintain vegetation to ensure the canal, towpath and destinations reflect customer need and usage keep our destinations, moorings, operational bases & yards plus office buildings clear of litter, tidy and vegetation managed effectively remove or cover offensive graffiti within 24 hours where practical publish standards and maintenance regimes so that you can see what is happening in your local area listen to comments, suggestions and complaints to improve our service whilst protecting valuable wildlife and the natural environment Apply this standard to assisted lock / tunnel / bridge / cruising passages, wharfs, dry docks, visitor moorings, winter moorings and fishing matches & permits 7 manage bookings effectively ensure that pre-booked assisted passages are attended to punctually, delivered professionally and safely provide up to date information on our website including times / days available, how to book, applicable charges, advance notification, and any advice - e.g. dimension or towpath restrictions work to ensure that the booking requested is given as near as is possible and, once booked, the booking goes ahead as planned give clear, accurate and timely communication throughout the booking - giving explanations for any changes 8 provide information within the social media that is accurate, clearly understood, relevant and up to date ensure that all written, web based, audio, Facebook, twitter and other social media information is reviewed regularly and updated as needed not use jargon or acronyms but plain and clear language use various channels to communicate with our customers to ensure maximum access to information measure daytime (7am 7pm) unplanned navigation closures within our control monitor restrictions and towpath closures issue a stoppage notice for a planned closure at least 14 days before commencement, allowing you time to plan your visit or journey 9 make every effort is made to keep lost customer days to a minimum issue a stoppage notice for planned priority projects - that are negotiated annually with national user groups - 60 days ahead of the closure, allowing you time to plan your visit or journey measure the number of days planned stoppages over-run issue a navigation restriction notice where an issue arises that prevents passage for less than 4 hours issue an advance warning notice where access to the towpath is prevented but a diversion can be put in place. If the diversion is extensive or one is not available, then a towpath closure notice will be issued monitor restricted access to the Trust and its information including web site and social media access 10 respond to enquiries and information requests in an advise you, within 2 working days, if a full response cannot be given and clarify when we will be able to respond in full,

7 appropriate and timely manner and by whom. This includes: postal enquiries, s, telephone enquiries and voice mail messages ensure contact via social media is responded to within 1 working day and again, if a full response cannot be completed in this timeframe we will communicate to you when we will be able to respond in full, and by whom use correspondence that is personalised with your name, whenever available, and a named C&RT contact (first / last name plus contact details) will be provided not use automated responses, we will tailor our response to you and to the request you have made, using the communication media you have chosen ensure that emergency calls to are responded to within 1 hour and bone fide emergencies are attended on site within an appropriate timeframe. We will not respond to any calls made to this number that is not an emergency i.e. where life, property or the canal structure is in danger 11 communicate with customers in Wales in the Welsh language where requested 12 deal with your formal complaints effectively and efficiently have colleagues who are fluent welsh speakers and can be available to assist as needed acknowledge within five working days first level complaints and responded within fifteen days of acknowledgment acknowledged within five working days second level complaints and responded within fifteen days of referral to a director

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