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Read our new customer strategy and find out how we are putting our customers at the heart of what we do.
This new customer strategy outlines our plans for engaging with our residents and local businesses and tells you how we are focussing on improving the whole customer experience when dealing with Epping Forest District Council (EFDC).
Good quality customer service has remained a high priority for us during Covid as we continue to look for alternative ways to interact and support local businesses and residents. Unfortunately, due to the impact of Covid-19, some plans have had to be postponed until 2021, in particular being able to engage with face to face our residents.
Our customer strategy
We promise
Regardless of how you interact with us, there are 4 things we promise to do:
- Be customer focussed and listen to your needs
- Get it right – provide you with the correct decision, information or payment and explain what you can do if the outcome is not as expected
- Be available when you need us, including making our services easily accessible online for you to use at anytime
- Measure our service to you – giving you the opportunity to leave customer feedback
Put the residents’ needs first
Councillor Sam Kane, responsible for Customer and Corporate Support Services said:
We understand that the needs of our residents are constantly changing, so we are responding to those changing requirements; particularly as we all adapt to the impact of Covid.
This strategy is designed to put the residents’ needs first; ensure we fully understand what is being asked of us and how we can respond in the best possible way.
During National Customer Service Week (5 – 9 October 2020) EFDC staff took part in various activities to put themselves in the customers’ shoes and create innovative ways to interact and support residents.
For more information
To find out more about our customer strategy or give feedback email our Customer Service Team:
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