Mission Statement

The primary mission of the customer care service is to treat every service user as the first customer, and to see the person behind the presenting problem or request, by treating each service user with respect and dignity.

The Service

The customer care service provides first contact to the agency's customers whether by telephone or face-to-face. The aim of this service is to close the gap between the customers' expectations and their experience of the agency and its services. The customer care officers are responsible to see that the customers are guided appropriately and efficiently to the specific service and/or procedures.

The functions of the service can be classified as:

- attending to the needs of the customer whether scheduled or not and whether put forward by telephone or face-to-face,

- attending customers who non-verbally or indirectly disapproves of the service.

Aims and Objectives

The aims of the customer care service are:

- to listen to customers who come in contact with the agency through the phone or face to face;

- to assist customers in identifying their needs;

- to guide the customers appropriately and efficiently towards meeting their needs;

- to refer customers to the appropriate services, whether within or outside the agency;

- to ensure that all customers are treated with respect and dignity.