To ensure every employee was on the same page Kent County Council (KCC), a UK local government body, set up a single status benefits package and linked it into its customer care strategy. The customer care policy was translated into specific expectations of staff behaviour and the behaviours were built into the individual job descriptions. Training policies were designed to enable staff to understand what was expected from them in terms of customer service. The Council integrated regular positiv...

BPIR Categories

9.5.5 Manage reward & recognition programs
1.3.3 Review customer relationship approach

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