Timeliness and courtesy

Kilkenny and Carlow ETB will deliver services with courtesy, sensitivity and the minimum delay, fostering a climate of mutual respect between the provider and the customer.


For Customers who telephone the ETB we will ensure that:
All calls are answered promptly.
Staff members give their name and section when answering the telephone.
A helpful and courteous service is provided to callers.
Staff are available to answer calls at all times during office hours.
Messages left will be attended to in a timely manner.
Receptionist and relevant staff will have available to them up-to-date contact details and information relating to the responsibilities of all ETB staff members to enable them to handle and transfer calls in an efficient and effective manner.
When queries cannot be dealt with immediately, contact details will be taken and the call will be returned or the information issued in writing to the caller as soon as possible.
When it is necessary to transfer a call to another person, that caller will be told the name of the person to whom the call is being transferred.
If the information required by the caller is not available, the ETB will endeavor to advise on a possible alternative source for that information.


For Customers who contact the ETB in writing we will ensure that:
Correspondence will be acknowledged within 5 working days.
Enquiries which require research or consultation will be acknowledged within 5 working days of receipt of your correspondence and a further response will be issued within 15 working days.
Replies will be clear and concise.
All correspondence will be treated in confidence.
Replies will provide a contact name/telephone number/fax number/e-mail address.


For Customers who visit us in person we will ensure that:
All personal callers will be treated with courtesy and sensitivity
There will be provision for comfort (seating, etc.) and privacy as appropriate.
Staff will be on time for all appointments and be friendly, helpful and courteous in their dealings with customers.
Staff will notify reception if expecting callers and will also endeavour to accommodate callers who don’t have an appointment.

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