The Town of Davie will seek to fulfill its customer service vision, mission and philosophy by operating as a model organization that is both efficient and effective. Solid teamwork, with everyone working toward the same goals and objectives of the customer service guidelines, is essential.
1. Customer Service Code of Conduct
From a general viewpoint, the following code of conduct shall be adhered to:
a. It is the responsibility of the Town staff to be friendly, courteous, respectful, and helpful to customers. The staff must be as responsive as possible. In two words, the staff must Be Nice!
b. Regardless of the issues, the staff shall treat customers consistently and fairly. This is especially true in the application of the codes and the regulations and staff interpretations.
c. When the staff has to present "bad news" to customers relative to their intentions or business matters, the staff should exhibit empathy and understanding with the intent to help.
d. The staff should always offer alternatives or suggestions to customers if the customer’s intentions are contrary or inconsistent with the Town of Davie’s regulations and codes.
2. Customer Service Values
In order to achieve the desired improvements to the customer service program, it is imperative that the Town exhibit solid teamwork that continually builds the foundation for the consistent reinforcement of daily conduct regarding customers.
The values for operating as an efficient team and which also have impact on customer service relations include TRUST, ACCOUNTABILITY, SUPPORT, TRUTH, and EFFORT. In short, staff relationships based upon the successful practice and implementation of these values provide the formula for a team that will overcome any customer service obstacles and will achieve customer service goals and objectives. The continual practice of these values in conjunction with the code of conduct forms the basis for customer staff relationships.
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