The principles underlying our commitment including the following
- Ensure the customer’s experience of dealing with our service is a positive one
- Recognising the stress and pressure that many of our customers are experiencing
- Showing empathy and consideration for others
- Politeness and respect for all
- Good communication and a welcoming smile
- The right attitude and a positive outlook
- Sincerity
- Provision of clear, accurate and understood information
- Acceptance of criticism and complaints – these are an opportunity to improve the service
- Allowing customers the time and opportunity to express themselves