Quality Customer Service Action Plan 2011 - 2013（客户服务质量行动计划2011 - 2013）.pdfVIP

Quality Customer Service Action Plan 2011 - 2013 1 August 2011 First Published in 2011 by the Public Appointments Service © 2011 Public Appointments Service All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording or any information storager retrieval system, without permission in writing from the Public Appointments Service. 2 Quality Customer Action Plan 2008-2010 CONTENTS Foreword by Chief Executive The Role of the Public Appointments Service Our Mission About the Office Quality Customer Service Action Plan Development of the Quality Customer Service Action Plan Our Customers and the services we provide to them Recent Developments in Service Delivery Implementing the Principles of Quality Customer Service Customer Charter Appendices Appendix 1 - Contact Details Appendix 2 - Standards of Service Delivery Appendix 3 - Guidelines in relation to: -Freedom of Information -Dealing with Customer Complaints -Dealing with appeals in relation to decisions taken in a selection process 3 FOREWORD I am pleased to present this Customer Action Plan for the period 2011-2013 which sets out our commitment to deliver a recruitment, assessment, redeployment, consultancy and advisory service of the highest standard for our clients and candidates and aims to provide a supportive and learning environment for all staff membe