Rotherham Visitor Centre service standard
The Visitor Centre mission statement
"To provide a top quality, customer focussed and accessible tourist information service to visitors and residents, striving to build the economic contribution of tourism to Rotherham's economy."
Rotherham Visitor Centre service standard
Our promise to you on service
- We will greet you in a polite and friendly manner, you will recognise our staff from their identity badges
- We will attend to you promptly, apologising if we have kept you waiting, and ensure that you are treated with courtesy and respect
- To provide full, clear and correct information and services tailored to the needs of visitors and residents
- We will monitor your satisfaction and tell you how we are performing, using your views to make improvements
- We will ensure that our staff are well trained, efficient and have the appropriate skills and experience in our services to meet your needs
- We will provide information on request in other formats and languages
Minimum standards
| Channel | Visitor Centre Standards | Council Standards |
|---|---|---|
| Telephone | Within 5 rings | Within 7 rings |
| Message left on answer machine | Within 2 working hours | Not applicable |
| Emails | Within 2 working hours in the visitor centre | Within 1 working day |
| Letters | Within 2 working days | Within 10 working days |
| Fax | Within 2 working hours in the visitor centre | Not applicable |
| Complaints | If possible sorted out on the spot | If possible sorted out on the spot |
| Complaints that cannot be sorted out on the spot | Acknowledged within 3 working days, full reply within 10 working days (for some specific services this may not be possible and it may be necessary to negotiate an extension with the customer) | Acknowledged within 3 working days, fully reply within 10 working days (for some specific services this may not be possible and it may be necessary to negotiate an extension with the customer) |
| Customers who enter the Visitor Centre | We will acknowledge you on entry. You will be asked if you require further assistance after browsing for 3 minutes. | Not applicable |
| Accommodation Bookings | To handle accommodation bookings within two working hours | Not applicable |