Improving customer service

Coffs Harbour City Council is seeking to improve its customer service, by gaining direct input from the people it serves.

The Council recently exhibited a Draft Customer Service Strategy and Charter for public comment.

Input from the community will be used to frame the way Council delivers its services, said Council’s Group Leader Customer Services, Jay Kirkman.

“A key goal of the Draft Strategy is to have 80 percent of customer enquiries or requests resolved the first time a customer contacts Council,” said Mr Kirkman.

“We’re aiming at achieving the highest level of customer service we can – whether that is online, by phone or in person.”

Key objectives in the Draft Strategy include: streamlining access and delivery of services; enhancing Council’s e-business capabilities; and further development of community engagement.

“Another key focus is to develop a greater use of online self-service tools for those who want to deal with us online,” said
Mr Kirkman.

“This will also allow Council staff to concentrate on more complex enquiry work and those customers that require greater assistance.
“Ultimately, the Strategy will provide more options for the customer, improved and consistent customer responses, reduced transaction costs for Council and fewer transactions requiring Council staff intervention.”