The team behind Bath’s top heritage attractions has been awarded a prestigious accolade for Customer Service Excellence after scoring an unprecedented nine commendations for “Best Practice”.
The two-day assessment covered all of Heritage Services’ operations – including The Roman Baths and Pump Room, The Fashion Museum and Assembly Rooms, The Victoria Art Gallery and Bath Record Office.
The Customer Service Excellence Standard is given by the Government as a reward for demonstrating excellent customer-focus. It was awarded to the Council’s Heritage Services Team following rigorous assessment checks covering the areas of:
- Identifying customer needs and preferences
- Customer focus throughout the organisation, including friendliness and efficiency of staff
- Information, access and partnership working
- Providing a professional service
- Timeliness and quality of service.
The assessor required evidence that the Service gathered information from its customers on the standard of the services provided and took active measures continually to improve this service based on customer feedback.
Councillor Cherry Beath (Lib-Dem, Combe Down), Cabinet Member for Sustainable Development, said: “The Customer Service Excellence Standard has 57 elements in total and Bath & North East Somerset Council’s Heritage Services Team is fully compliant in all of them. Last year seven elements were awarded ‘compliance plus’ for achieving best practice and this year the team has bettered that with a total of nine commendations.
“It’s a remarkable achievement to retain this national award by surpassing our previous performance. It shows that the Council’s Heritage Services Team listens to its customers and acts on their feedback. This success could not have happened without the hard work and dedication of everyone at our unique heritage attractions.”
The official inspection was carried out by Customer Service Excellence assessor Ken Smith on 29 and 30 October 2012. Mr Smith commented on the team gaining nine commendations as being an exceptional achievement, describing it as the “jewel in the crown” for Bath & North East Somerset Council.
In his report, Mr Smith said: “The documented evidence, supported by observations and discussions with customers, staff and partners during the visit shows that Heritage Services continues to be well managed and clearly focuses on providing services that not only meet but exceed customers’ expectations in order to ‘make happy memories’ for them by providing excellent levels of service. You have improved the range, content and quality of your information and this is also recommended as meriting ‘compliance plus’ rating.”
Mr Smith also remarked on staff at the Bath Record Office being regarded as “stunningly helpful” for their customer care. He particularly noted the successful introduction of Mandarin audio guides at the Fashion Museum and the popular new German children’s tour at the Roman Baths.
For more information about Bath & North East Somerset Council’s heritage attractions visit www.bathnes.gov.uk/heritage or call The Roman Baths on 01225 477774, The Fashion Museum on 01225 477789, The Victoria Art Gallery on 01225 477233 and The Bath Record Office on 01225 477421.
