- Provide you a great service every time; and
- Are open, trustworthy, innovative and efficient.
To deliver this commitment we want to focus on five key areas:
1. Provide you with effective communication
Whenever we communicate with you, we will:
- Listen to you about your needs and provide resolutions in a timely manner
- Be polite and friendly during our interactions
- Explain and give you as much information and guidance as we can
- Demonstrate transparency about what is going on behind the scenes
- Get back to you efficiently without delaying responses
- Listen to your feedback and act on it.
2. Deliver you effective and commercially-aware services
To ensure you receive a level of service that meets your expectations, we will:
- Provide a prompt, efficient and satisfactory service
- Deliver a range of competitive services
- Resolve your query.
3. Take ownership of situations
When dealing with your enquiries we will:
- Solve common problems
- Follow through on the work we do
- Fix the issue or signpost you to the most appropriate place.
4. Be knowledgeable about what we deliver
To ensure we deliver the service you expect, we are committed to training and developing our team. We will:
- Be able to solve problems through our knowledge and experience
- Provide you with clear, honest and helpful advice
- Have good knowledge of our services and products.
5. Treat you as an individual
- Be polite and professional
- Have a compassionate, considerate and courteous approach
- Demonstrate patience and empathy
- Have a helpful friendly attitude.