Values & Service Expectations. hamdden a llyfrgelloedd. aur a leisure & libraries

Transcription

1 Values & Service Expectations hamdden a llyfrgelloedd aur a leisure & libraries

2 What is Aura? A positive customer experience is at the heart of Aura s culture. Our Vision is More people, more active minds and bodies, more often. Aura aims to improve the quality of life for customers through the provision of popular culture and leisure opportunities that improve mental health and physical well-being. Aura has a set of core values which has been developed in partnership with Leisure and Libraries to underpin our performance and customer service. By exhibiting these behaviours and embracing the culture of one team and collective responsibility, we will continue to raise our standards and improve our performance. Despite the challenges of recent years. Leisure and Libraries both continue to perform and retain a loyal, committed and highly capable workforce. In terms of facilities and expertise we are well placed to have a positive impact for the people of Flintshire. Through leading by example and embracing our values and service expectations, we believe we can successfully demonstrate and strengthen our importance and contribution to Flintshire in the years ahead. Our Aura Values Aura has a set of five core values which underpin its performance and customer service: Inspiring Aura inspires its customers to enjoy and get the most out of their leisure time; it inspires its staff to feel valued and empowered to be the best they can be. Enjoyable Aura s employees enjoy their roles and are passionate about providing excellent services in order to ensure that their customers have enjoyable experiences. Quality Aura aims to create a reputation as the best leisure and library provider in the region. Aura strives for consistently high standards of service in the varied activities it provides. Professional Aura s services and facilities are always well organised, safe, fun, engaging and delivered by suitably trained and qualified staff and volunteers. Enthusiastic Aura s employees have energy and motivation for what they do and are passionate about the services, facilities and opportunities they provide. Aura is committed to continually improving the standard of its customer service. Delivering a positive customer experience is at the heart of Aura s culture, and is expressed through its five core values.

3 Our Four Pillars of Good Service Aura is committed to brand values and service expectations training to continually improve the standard of our customer service. These values and expectations were developed by our colleagues to improve the consistency and quality of Aura to ensure our service is successfully delivering great customer experiences at all times. Our culture is important to us - it underpins our four pillars of good service: People, Product, Communication and Leadership. Delivering a positive customer experience is at the heart of our culture, and is expressed through our values: Inspiring, Enjoyable, Quality, Professional and Enthusiastic. It is vital that we understand what is expected and required of us in demonstrating these values through our everyday performance, and that we embrace these service expectations and strive to excel in all of them. Service Champions This booklet will help you to identify exactly what is expected from you and how you can become a service champion. We all know that impressive customer service means happy customers who will return time and time again. You are the key to achieving this. By embracing our Values and working to these service expectations, together we will reach new heights!

4 People We are suitably trained, giving customers confidence in our abilities by: Being polite, helpful and friendly by smiling, making eye contact and using positive body language Taking pride in what we do and working to provide the best customer service Treating customers and colleagues with fairness, dignity and respect Respecting others by offering support and assistance in order to get a job done Having confidence in our roles and high levels of product knowledge Taking personal responsibility for our own actions and outcomes Being flexible in our approach to work and by taking the initiative to solve customer problems Identifying and suggesting ways/ ideas of making improvements Product Our venues will set high standards and everything we provide will be organised. Safe, fun and value for money Our leisure and library facilities and equipment will be clean and well maintained Our product will be innovative and meet customers needs We will develop a reputation as the best leisure and library provider in the region We aim to manage services in a sustainable way in order to maintain a balance between the built and natural environment

5 Communication All our marketing activity meets our brand standards We always communicate to customers in a timely manner using the most appropriate & effective medium We take ownership of our communication and the impression it creates by: Leadership Speaking clearly and fluently Being approachable and receptive Displaying tact and diplomacy Being open to other points of view Having respect for others Keeping the right people informed with the right level of detail Building good relationships with our customers and employees Upholding the ethics and values of aura Recognising team efforts and celebrating success Giving and receiving constructive feedback Encouraging the creation of new ideas which contribute towards service targets Encouraging accountability and managing performance against objectives Taking responsibility for actions, projects and people Leading by example and demonstrating appropriate standards of behaviours

6 Libraries and Leisure Alternative Delivery Model Workforce communication and engagement principles built on a framework of mutual expectation, respect and integrity. What you can expect from aura What aura expects from employees

7 Our Channels of Communication

8 Notes Action Plan