Gordon Rural Action (GRA) is committed to providing an excellent standard of customer care.
To achieve this, staff and volunteers will:
- Treat all customers with respect, courtesy, understanding and professionalism
- Provide a welcoming environment to customers, accessible to all
- Respect equality and diversity, with specific reference to the protected characteristics of the Equality Act 2010, namely age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex, and sexual orientation
- Respond promptly to enquiries
- Always listen carefully to customers and respond to their needs
- Be honest
- Be clear about what services they can, or cannot, provide, and signpost or refer people to the appropriate service provider is GRA cannot help
- Let customers know what will happen next
- Ensure confidentiality is maintained at all times.
GRA will ensure that these standards are maintained by:
- Ensuring that all staff and volunteers are trained appropriately
- Displaying customer care notices in offices/interview rooms
- Actively seeking feedback from customers
- Investigating all complaints thoroughly and promptly, and learning from them to address issues within the service.
In turn, GRA expects its customers to:
• Treat staff and volunteers with respect and courtesy
In turn, GRA expects its customers to:
- Treat staff and volunteers with respect and courtesy
- Be honest
- Attend appointments, or give as much notice as possible of cancellation.
Date: May 2018
Review Date: May 2019