Roman Baths - Service standards: staff
Staff will be:
Well trained and properly equipped
- All Front of House staff will receive Customer Care training at
induction and through regular training courses thereafter
- Staff will be competent in their job and able to complete their
tasks efficiently
- A supervisor or manager will be available to attend to any
problems or queries whenever the building is open
- Staff will be well trained and able to answer questions at the
time, 90% at the time of asking
- 90% of more taxing questions will receive an answer within 48
hours
- Correspondence will always be replied to within 15 working
days
- Telephones will be answered within 6 rings 80% of the time
- A trained First Aider will be available
Smart, well dressed and easy to identify
- All Front of House staff will wear easy to read name
badges
- Front of House staff will be readily identifiable in a
recognisable uniform, which will look well maintained and
clean
Courteous, knowledgeable and helpful
- All Front of House staff will be selected for their customer
care skills
- All Front of House staff will treat everyone fairly and 95%
will receive equalities training within 8 months of
starting.
- Front of House staff will be able to deal with complaints
themselves and satisfy 80% immediately
- All staff will be encouraged to increase their knowledge base
through training and research