The following service standards will help Roe Valley Leisure Centre measure and monitor customer service delivery
- All staff shall be in an identifiable uniform and wear a name badge.
- Staff shall listen to customers’ specific requirements and ask appropriate questions.
- All staff, where possible, will deal with a customer problem or query and try to resolve the situation to the satisfaction of the customer in the first instance. If a member of staff cannot assist the customer adequately, they shall seek the assistance of their line manager.
- Customers will receive a polite, warm and welcoming reception service. Staff will deal with customer queries as quickly as possible. All enquiries should be dealt with courteously, promptly and effectively. This requires centre staff to communicate, listen, thank, assess, inform, take action and take messages.
- Reception areas will be clean and comfortable, with facilities well sign posted and provision made to display leaflets and other information. A customer information point will be in place at reception with up to date information regarding the facilities and services available.
- On answering the telephone, a clear greeting should be given including: - The name of the service - A positive statement of willingness to help - The name of the person answering the call
- If a customer call has to be transferred, staff will inform the customer.
- Should the employee be unable to transfer a call, he/she will take details and arrange action.
Written Comments or Complaints
- Customers can communicate their impression of service delivery via the customer feedback form attached to this leaflet. This can then be handed in at reception or posted in the customer comments box located at reception.
- All written comments or complaints will be responded to in writing within 7 working days by the Leisure Services Manager or his deputy.
- The centre will analyse comments and complaints every quarter to identify trends and ensure that remedial action is implemented.
Cleanliness in the centre will be a high priority. A documented cleaning schedule will be in operation and its implementation and monitoring will be the specific responsibility of an employee. A weekly analysis of the cleaning schedule will be carried out and reported at the weekly management meeting. Targets for ensuring cleanliness of the entire centre will be set for each year.
A rolling programme of maintenance will be operative to ensure defects are repaired within agreed timescales and that preventative maintenance systems function effectively. Maintenance defects and associated issues will be discussed at the weekly management meeting. Targets for ensuring a turnaround in defects will set for each year.