aim to answer calls within 10 seconds (usually 3 rings) whenever possible and regularly review our performance;
give you our name if appropriate when dealing with your call;
deal with your enquiry promptly, politely and helpfully, avoiding the use of jargon at all times;
let you know how we can help, what we can do and when we can do it, or put you in contact with the person who can assist you;
If an answer machine message is used, details will be provided of when we will be able to return your call. This will be updated regularly.
check messages on returning to the office and reply where possible by the end of the next working day;*
provide an alternative contact number on any recorded message used, or divert your call to another officer where possible. take care of your call and not transfer more than twice before offering to call you back with the information.
