| To offer personalized and safe attention to its clients | By means of a telephone or its website, each user will be answered individually and at the chosen time.In the necessary cases, the office will always be attended by appointment, prioritizing the elderly and vulnerable groups, to avoid the formation of groups of people, waiting or queuing. The Deputy Mayor of Lorca and Councilor for Public Companies, Francisco Morales, has reported the reinforcement of non-face-to-face channels of attention to citizens by the joint venture Aguas de Lorca, under the basic premise of guaranteeing quality, efficiency, and such as the safety and health of all its employees and users. Users have at their disposal, as up to now, the well-known telematic channels for non-contact care such as the free Customer Service Telephone and the Client Area of ??its website.
Virtual calls or inquiries will be forwarded to specialized personnel, always guaranteeing professional treatment.
For this, Aguas de Lorca has internally reinforced the structure of these channels, guaranteeing specialized, personalized, close and accessible care. Depending on the type of consultation or management to be made, virtual calls or consultations will be internally referred to different teams of specialized personnel.
In addition, new customer service channels are being implemented that will come into operation shortly as an Online Chat, WhatsApp Business or video calls, so that consultations through the web or mobile phone will be much more personalized and agile. Practically all the necessary steps of the Aguas de Lorca service can be processed virtually, obtaining immediate or adjusted attention at the moment that the client considers most appropriate and through the channel that most interests him, thus limiting face-to-face access to the office and reducing considerably the terms of resolution of the negotiations. The councilor has clarified that "in the event that some management necessarily requires face-to-face attention, especially thinking of those people most reluctant to use new technologies or with greater difficulties in handling digital tools, a prior appointment will be provided to be attended in the office, giving priority in these cases to the elderly and the most vulnerable groups.
" In parallel, Aguas de Lorca's security policy based on international standards and thanks to a specialized human and technological team, ensures the reliability of the systems used and the privacy of the procedures.
Telematic attention guarantees greater confidentiality and transparency by improving the traceability of information. Morales stressed that "the 'new normal' requires transforming the Customer Service as well, avoiding as far as possible the displacement of people and the overuse of material and environmental resources.
These months in which work has already been done in this way due to At the necessary closing of the offices by COVID-19, a service model has been perfected that is already being used by users and that will cover the new requirements of customers, based on new technologies, specialization, speed and accessibility, always improving the quality of the service provided ".
Source: Ayuntamiento de Lorca