Customer Care
What your organisation does is always more important than what it says. Are you really delivering for your customers or, as we always say, does the audio match the video?
Your reputation rests on people’s real experience of your services, not just the quality but also the attitudes of your staff and their responsiveness to complaints. Customer care is also about ensuring that services and information are user friendly, easily accessible and fit for purpose. We believe that customer care and good communication go hand-in-hand. We are experienced in helping organisations re-engineer their business processes to make services accessible and citizen-centred, developing e-Government solutions, and setting up call centres and one-stop-shops.
Customer care and culture change in Brent
When Verve was called in to provide interim support for Brent, a key element was to ensure its comprehensive customer care and culture change programme continued to be effectively delivered. This included running senior staff seminars, a senior managers' conference, communicating with customers, ensuring use of plain English, running a staff awards scheme, mentoring and developing customer service NVQs.
Gareth Daniel, Chief Executive said,
“I particularly welcome Verve’s pro-active approach - they do not wait passively for instructions but seek to develop their own creative solutions to clients’ needs, listening to Brent’s requirements and seeking to develop original and innovative responses.”
Tower Hamlets One-Stop Shop
Tower Hamlets was at the forefront of local authority One Stop Shop development in the 1980’s. Twenty years later, technological advances, the transformational government agenda and innovation elsewhere in local government meant that the Council was no longer at the cutting edge of innovative local government customer service. Verve was engaged to develop a strategy that met the modern challenges, provided value for money and offered a real choice of service access channels to every resident in this vibrant, multicultural east London borough.