What is a service Charter?
This is a brief written public document which provides essential information that citizens/customers and stakeholders are entitled to know about the services and/or goods provided by a public institution, department or unit. It contains information on services/goods provided by an organization, requirements to obtain the services/goods, costs, timelines and the redress mechanisms in case of any dissatisfaction with the service/good.
It’s a requirement that all government institution have a charter, Further, MDAs should ensure that they fulfill their commitments and progressively improve customer experience.
There are a number of benefits that come with the successful implementation of Citizen Charters. Firstly, Citizen Charters help public institutions to manage user expectations about public services and to provide a framework for public participation. Secondly, they encourage public bodies to measure and assess performances by committing themselves to standards of service that the public expects and evaluating how they measure against those standards. Thirdly, Citizen Charters provide the public with recourse to file complaints and seek redress where the standards have not been met.
As Fish Levy Trust Fund, we should endevour to provide excellent customer service to our customers. This means going beyond meeting our customer’s basic needs. It involves much more than providing support in a timely and pleasant manner. More importantly, it means doing everything possible so that our customers are not merely satisfied but actually happy with our products and services.
In Service delivery we should practice the 3 Ps:- professionalism, patience, and a people-first attitude.
Professionalism refers to the attitude you take towards your customers. Even when a customer is upset or behaving immaturely, it’s up to you to diffuse the situation, if possible, and do what you can to represent your organization in a positive light.
The second “P,” patience, means remembering that every customer is different. Even though there are obviously some common “do”s and “don’t”s, each customer learns at a different pace and may respond to a common practice in a way you didn’t expect. Consequently, providing high-quality service means being creative and flexible.
Finally, the third “P,” a people-first attitude, which builds off professionalism and patience. With this attitude in mind, your customer service strategy should reinforce the idea of human connection.
So as the FLTF staff, we endevour to implement our Service Charter according to standards we have set and serve satisfied and happy customers.