1. Customer Services A Quiz about Customer Care Standards at Islington Council

2. Customer Care links and relevant policies Please check that you understand the standards and behaviours which underpin LBI Customer Care and answer this short quiz. Thank you. Customer Care standards Dignity for All Policy Ways of Working

3. Islington values – what we believe Which 3 are our core values: A.We put serving the public first B.We put serving our staff first C.We are open, honest and fair D.We respect all people and communities E.We believe some communities deserve more respect than others F.We believe in magic

4. Islington values – what we believe A.We put serving the public first C. We are open, honest and fair D. We respect all people and communities Dignity for all policy

5. Islington Pledge – who does it apply to? a.A promise to everyone who lives in the borough b. A promise to everyone who works in the borough c. A promise to everyone who visits the borough d. A promise to everyone who lives, works in, or visits the borough Customer Care Pledge

6. Islington Customer Care Pledge – promises quality customer service to d. everyone who lives, works in, or visits the borough so that’s everyone!

7. Islington Pledge Our pledge to you promises that we will be fair and treat everyone equally, with courtesy and respect provide polite, welcoming and efficient services which are accessible to all provide helpful information and secure website transactions Which of these apply to your customers?

8. Islington Pledge Which of them apply to your customers? ALL of them bit of a trick question!

9. Customer Care standards - telephone What can our customers expect when they phone us? Answer 6 questions about the telephone! Phone standard Council wide standards

10. Telephone – speed of answer? How quickly will we answer you?

11. Telephone – speed of answer You can expect us to Answer as quickly as possible Council wide standards

12. Telephone – greeting? How will we greet you?

13. Telephone – greeting You can expect us to Greet you and give our name and department Customer Care standards

14. Telephone – attitude? How will we sound?

15. Telephone – attitude You can expect us to always be Polite, friendly, helpful Customer Care standards

16. Telephone – if we can’t help immediately? What if we can’t help immediately?

17. Telephone - if we can’t help immediately You can expect us to offer to call back by end of next day Customer Care standards

18. Telephone – if we need to transfer your call? What if we need to transfer your call?

19. Telephone – if we need to transfer your call You can expect us to give you the name and number of the person you being transferred to pass on your name and details to the new staff member, or take a message Customer Care standards

20. Telephone – if you leave us a voicemail? What can you expect if you leave us voicemail? Customer Care standards

21. Telephone – if you leave us a voicemail You can expect us to Respond to your message within a day Customer Care standards

22. Customer Care standards - reception What can our customers expect when they visit us? Answer 4 questions about reception!

23. Reception – attitude? What attitude can customers expect from us if they visit us? Customer Care standards

24. Reception – attitude? Customers can expect us to be Polite, friendly and helpful Customer Care standards

25. Reception – how quickly will you be seen? How quickly will customers be seen at an office? & What if there is a queue?

26. Reception – how quickly will you be seen We will see customers as quickly as possible & Update them if there is a wait and explain any delays Customer Care standards

27. Reception – how will we present ourselves? How can customers expect us to present ourselves?

28. Reception – how will staff present themselves Staff will be Be presentable, and always wear an Islington badge and a uniform if required

29. Reception area – appearance? What can customers expect in the reception area?

30. Reception area - appearance Reception areas which are clean and tidy and accessible Displaying clear signs (including hours) With up to date information on display Customer Care standards

31. What does ‘WOW’ mean? (in Islington) A. Week of work B. Which options work (best) C. Ways of Working D. It is an expression of wonder! E. Wisdom, optimism & well-being

32. What does ‘WOW’ mean ‘Ways of Working’ describe the behaviours expected from staff who work for Islington Council.

33. The WOW standards for behaviour What are the five Ways of Working

34. The 5 Ways of Working (WOWs) are Put ourselves in their shoes Work as one Show we care Keep things simple Make every penny count What do they mean in your role?

35. Well done you have finished the quiz