Continued improvements to customer service

Author

Paddy Robb
Nov 22, 2016

As part of our Transform programme we have recently introduced a number of initiatives to improve the service we provide to our customers.

1. We revised our 'Contactability' policy in October

It is always our aim to have calls answered by a member of staff. As a customer facing organisation it is important that customers, stakeholders and colleagues can speak to the right people when they need to. Feedback from you tells us that, while this is generally good, it can be improved and to support this we introduced this new policy on October 24.

  • Our aim is always to answer your call first time however if the person you have phoned is unavailable there will now be an option to press “1” to speak to an another member of staff who will be able to help you immediately.

2. We relaunched our Customer Charter

Our Customer Charter ensures that we have a strong customer focus, communicate effectively and deliver excellent service. The Charter sets out what we will do for our customers, how we will do it and our service standards. It also outlines what we expect from our customers to enable us to support them.

  • We have moved the Customer Charter to a dedicated section on our website to ensure it is more visible and accessible for customers.
  • In addition we have produced a Customer Charter commitment card which will be available in the reception areas of all Invest NI offices.
  • This card outlines what customers can expect from us and we expect from them in return. It also provides a link to the full online Customer Charter including our Standards of Service.

Share this Article

Comments

No comments yet.

Have Your Say

 

Latest Features

Transform your Business - Conference
John McClune, Lean Process Manager
Apr 19, 2018
New Middle East exports open up to Northern Ireland businesses
Noel Johnston, Regional Manager for Qatar, Iran and Kuwait
Apr 17, 2018
Access Invest NI’s Business Information Centre in the North West
Des Gartland, North West Regional Manager
Mar 26, 2018
Relationships, reputation and robust processes – why doing business in Africa is unique
Natasha Siniscalchi-Dönmez, Regional Manager Sub-Saharan Africa
Mar 23, 2018
GDPR video workshop - how to be compliant and keep your data safe
Danny Smyth, Information Governance & Data Protection Manager
Mar 16, 2018
Unpicking the EU negotiations
David Roberts, Invest NI Economist
Mar 15, 2018

Sign up for News

 Enter Code