Marketing & Development
Customer Service Standards
Publication date Oct 2008 Version 2.0 Created by Marketing & Development
A. What does the Marketing and Development service do?
The Marketing & Development service encompasses:
• Marketing & Media planning • Market research
* What’s On Walsall Website
* Leisure Culture & Life Long Learning databases • Print co-ordination and production
• Advertising • Proof reading
• Sponsorship and marketing partnerships
• Advice on all marketing matters including branding and corporate communications *Hire & Box Office
This service is provided to:
Arts & Events ~
• Forest Arts Centre • Music in Schools service
• Events programme, including Walsall Illuminations
Sport & Leisure Development ~ • Sports Development Service • Health & Fitness
• Bryntysilio Outdoor Education Centre
• Aldridge “High Ropes” Outdoor Education Centre
Green Spaces ~ • Parks • Play Areas • Open Space • Countryside
Sport & Leisure Management ~ • Gala Baths
• Oak Park Leisure Centre • Bloxwich Leisure Centre • Willenhall Leisure Centre • Darlaston Pool
• Bentley Leisure Pavilion • The Grange Golf course
Libraries & Heritage ~ • Walsall Libraries
• Walsall Leather Museum • Walsall Museum
• Catering Services ~
• Primary & Secondary School catering • Town Hall Restaurant
• Norfolk Place Engineers’ canteen
• College of Continuing Education • Creative Development Team
B. What can our customers expect from the Marketing and Development service?
We aim to:
“Market and promote a wide range of leisure and cultural
opportunities (sports, arts, green space, heritage, events, facilities and experiences) which inspire people to choose a more
active, enjoyable and happy life in Walsall.”
Wherever possible we will aim to work with others to deliver both our and their cultural targets through the marketing and promotion of:-
a) Health, physical activity, walking and exercise b) Music, dance, drama & digital media
c) Sports development and outdoor activities d) Good quality leisure facilities
e) Encouraging healthy eating
f) Events and festivals, shows and theatre g) Delivery of the Green Space Strategy
h) Positive promotion and marketing of these and other opportunities In essence, we adhere to the Leisure and Culture aim of:-
• Activity,
• Personal Health, and • Quality of Life.
These are our Customer care values. We will:
1. Manage your request promptly 2. Provide good quality services
3. Be helpful, fair, honest, professional, courteous and consistent 4. Provide the relevant information that you need
5. Take ownership of your query
6. Be realistic in what we say we can do, or can’t
7. Treat your personal information as confidential and keep it secure 8. Listen to your comments ~ and learn from them.
C. What does the council expect from its customers? We ask that you:
1. Help us to improve our service to you – only by your feedback (positive or negative) can we improve.
2. Let us know immediately if there is anything wrong 3. Be polite to us
D. How can I comment, compliment or complain on the Marketing & Development service I have received?
Have we done a good job? Then “Tell Us”. You can complete a form on which you can make comments, suggest how we can improve our services or make a complaint or compliment. “Tell Us” forms are available from all council offices, or: Write to us at:
Customer focus and intelligence Walsall Council Civic Centre Darwall Street Walsall WS1 1TP Telephone 01922 650000 Fax 01922 614210 Textphone 0845 111 2910
If you have internet access, you can complete the form online at
www.walsall.gov.uk/complaints_compliments
Information in other languages or formats is available on request, or see our website for the electronic translation service.
E. How can you get in touch with Marketing and Development?
You can contact our service via:
Marketing& Development, Leisure & Culture, 12th Floor, Tameway Tower, 48 Bridge Street, Walsall WS1 1JZ
http://www.walsall.gov.uk/index/leisure_and_culture.htm
Marketing & Development [email protected] Marketing [email protected]
Box office & Hire [email protected]
• Tel: 01922 650320 or 650308 or 650307 or 650309 or 650302 or 650310 or 0305 or 0303
* Box Office 0845 111 2900 Fax: 01922 721682
• Opening Hours 10.00am – 4.30pm
Our opening hours (via the First Stop Shop) are: 8:45am to 5:15pm Monday to Thursday, and 8:45am to 4:45pm on Fridays.
The main enquiry number is 01922 650000 E-mail [email protected]
Fax 01922 653012
Visit our website at www.walsall.gov.uk
Leaflets can be made available (not necessarily
immediately) in English and the most frequently requested alternative languages which currently include Punjabi, Turkish, Bengali, Urdu, Kurdish, on audio tape and in large print.
Also visit our website for the electronic translation service.
