Manchester City Council

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The Council & democracy Our promises to you

Dealing with telephone enquiries

We have a set of customer promises which are followed by all staff who deal with the public:

  • we will answer all calls quickly and politely
  • we will give our name and section and ask you how we can help you
  • when you ring during working hours there will always be an option to speak to a person
  • you will be dealt with in a courteous and polite manner
  • if it will take some time to answer your query we will ring you back, at a time that you have said is convenient
  • if you need to speak to someone else we will make sure you are connected to them and you will not have to repeat your details.
  • all staff will be able to find a solution or signpost you to one of our partners
  • if we fail to meet these standards we will always apologise and try to put it right.

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