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EAP Policy Manual FFY24 Chapter 2 Applications & Application Processing Page 2 Customer Service and Accessibility Requirements Customer Service Quality customer service is a key component of customer satisfaction. While Commerce can suggest or require systems to improve customer service, most components of good customer service are dependent on a Service Provider culture emphasizing respect for individuals and helpful staff attitudes. Commerce encourages Service Providers to hold regular meetings to ensure communication and provide staff support. Service Providers must: • Provide 1-800 numbers OR allow for “collect” calls from clients throughout the year. • Provide safe and convenient access for applicants, including applicants with disabilities to any Service Provider location. • Accept requests for crisis intervention over the phone. • Provide a mechanism and review process for complaints and feedback. Examples of some customer service best practices are: • Ensuring adequate telephone coverage throughout the business day, phones answered or a voice mail message opportunity offered by the third ring, and the opportunity to speak to a live person. • Responding to all telephone, fax, written or e-mail correspondence requesting routine information within one business day. • Providing the applicant with all relevant information during the first call or letter and ensure all questions are answered using clear and understood language. • Providing an interim response to all inquiries when a complete response requires extra time to research or if there is a heavy workload which prevents an immediate response. • Providing applicants with a face to face appointment at the scheduled time for on time arrivals. • Executing agreements with appropriate organizations for after hour’s requests for crisis. • Accepting energy vendor referrals for crisis and verify by phone with the client. Note: It is not acceptable to require households to apply in person for Primary Heat, Crisis or ERR.