Fiona in CSU received a call from a customer who had had difficulty in resolving a Council Tax issue. The customer then emailed to say “I spoke to a wonderful lady – Fiona in Customer Services – who was most helpful and patient”.
On receipt of her email, Mark in Council Tax rang the customer to resolve the issue and to reassure her that her feedback on her experience would be acted upon. As a result she has emailed again to say: “I have had a long conversation with Mark this afternoon and I am very grateful for his time and patience. He has already sorted out all of the issues I outlined in my email from yesterday and it was a pleasure talking with him. As I mentioned in my email from yesterday, Fiona was also exceptional, so please do pass on my thanks to her.”
Well done Mark and Fiona