![]() ![]() We should apologise and put the problem right as quickly as possible. We should train staff to deal with complaints in a friendly, helpful manner. Redress is making it easy for people to tell us they are unhappy with our service. We should hold "open days," and invite members of the public to show them how we run our business. If we did not meet our standards, we should list the reasons and find ways to improve our service. It should also include how well our department performed-did we keep our promises-deliver on time and so on. We should publish an annual report to tell citizens how our resources were used, how much everything cost, including costs for staff, equipment delivery, services and so on. This Batho Pele principle encourages our departments to be open and honest about every aspect of our work. We should disseminate a Service Commitment Charter to inform customers about the services we offer. It's important to remember that different customers have different needs and they do not all speak the same language. This may be done in a number of ways-for example through newspapers, radio, posters and leaflets. ![]() Information is about reaching all our customers to make sure they are well informed about the services our department provides. Our managers should monitor the relationship between front line staff and customers and help staff to give a warm and friendly service to everyone. We should write down a code of conduct and we should train and assess our staff in customer care. Good staff attitudes and addressing customers in their own language makes access easier.Ĭourtesy is not only being polite to customers, but being friendly, helpful and treating everyone with dignity and respect. These needs may include access to our department for the physically disabled, or having services which are too far away for people to visit. We should also be able to measure these standards so that everyone can see if they are being met.Īccess applies especially to the previously disadvantaged sectors of the community and to people with special needs. If we already know what is important to our customers then we can set service standards which must be realistic depending on the resources we have. While we should continually try to improve the service we give, it's also about how well we promise to deliver our service at any time. It's important to report back to customers so they know what to expect, and to our staff so they know what is expected from us. It's important to consult as many of our customers as we can and to use the information we receive to help improve our service to them. This may be done by questionnaires, or by talking to customers. This is about asking our customers what they want and finding out how we can best meet their needs. Good service delivery leads to happy customers and employee satisfaction for a job well done.īatho Pele was founded on 8 principles, but since the inception of the Awards, two more principles have been added. Batho Pele -"People First" was conceived with the intention of transforming service delivery in the public sector. ![]()
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