DWI-a customer focused organization

摘要

DEI is a small organization, with 18 professional staff covering the whole of England and Wales. It receives 4,000 enquiries each year and has developed a quality-based approach to try to satisfy consumers' needs. In developing its enquiry service, DWI considered what constitutes good service and what needed to be done to match its expectations of service from other organisations.In customer services the essential ingredients are speed and quality of response. If the query is by telephone the minimum number of transfers, a polite friendly manner and the provision of appropriate relevant accurate information are all important. To meet these requirement DWI has set up a first response unit (one full time person with back up) with the knowledge to answer the most frequently asked questions. The unit also utilizes a browser driven IT information system to assist in giving required information by subject matter. The system also helps to identify which inspector is most suitable for the referral of more technical or difficult questions.