Written answers

Tuesday, 12 June 2012

Department of Social Protection

Departmental Offices

8:00 pm

Photo of Finian McGrathFinian McGrath (Dublin North Central, Independent)
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Question 311: To ask the Minister for Social Protection the action she will take regarding the answering of phones in her Department; and if her staff have been given proper training. [27750/12]

Photo of Joan BurtonJoan Burton (Dublin West, Labour)
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My Department receives over half-a-million telephone calls per month, across its network of Local Offices and Headquarter buildings. At certain times, due to peaks in the amount of incoming calls, customers may encounter some difficulties in getting through to certain areas of the Department. The Department has implemented a number of initiatives to minimise any such delays for customers including the introduction of new telephony systems and work arrangements. These initiatives have resulted in improvements in telephone response times and overall call management.

The Department's customer service standards are set out in its Customer Charter which includes a commitment to serving our customers in a fair, courteous and timely manner. In order to equip staff to deal effectively with all customers, the Department provides training in customer service which includes communicating effectively with customers, effective telephone techniques, active listening and the importance of understanding and empathy. Training courses also include the raising of awareness of disability, mental health and diversity issues relevant to staff and customers.

The Department has a formal comments and complaints procedure in place to allow customers give feedback on the quality of services they receive and customers can report poor customer service by email to qcs@welfare.ie, by calling 1890 66 22 44, online on www.welfare.ie or by writing to Customer Services, Department of Social Protection, College Road, Sligo. All such complaints are investigated and appropriate action taken to address any complaints received.

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