Customer Care
Our customer care programme is designed to make every member feel like a valued customer, dealt with in a courteous way, kept informed of what is happening and able to understand what is said to them.
Customer care is about hearts and minds. Our programme is built around our staff sharing their experiences of customer care; what has worked well, identifying what improvements could be made and putting in place process changes where necessary. We now offer the opportunity for staff to enhance their skills and knowledge in the work place and study for a NVQ in Customer Service. This allows our people to strengthen the skills they use in their day-to-day job and gain valuable qualifications at the same time.
Knowing what gets measured gets attention, we regularly survey member satisfaction levels which are fed back externally to clients and internally to staff. Initiatives to enhance people’s understanding, new employees attend a Foundation in Customer Service. A course designed and delivered by MNPA staff, providing new starters with the tools and techniques to help them achieve MNPA’s aim of consistently delivering excellent customer service.
