The Eastern Cape Department of Health Shared Contact Centre believes that each customer is unique and should be treated with the uniqueness they deserve. Confidentiality plays a major role in ensuring the respect, privacy and dignity of each query or complaint raised within the 24 hour Shared Contact Centre. Every customer is treated with the utmost respect and humility based on the following core values as embedded in the Department of Health’s corporate image:

The Shared Contact Centre strongly believes in the following customer service culture:

• Customers are the reason for work, not an interruption of work. They are the task that needs to be accomplished, but you cannot afford to sacrifice service to get them done, good customer service must be the priority for you and your team – how many times have you gone to business only to wait while some one is on the telephone or busy doing some “non-service task”?
• Train, train and continue to train.
• Empower internal staff to serve
• Make service personal.
• It is ok to say ‘Yes’ even when you should say ‘No’.
• Offer solution.
• Recognize staff members for outstanding service.
• Ask your customer what they think of your service.