1. Goal 1: Continual Customer Service Improvement
a. Introduction
The status of a local government's customer service program is based upon customer perceptions and customer expectations. The perceptions of bad customer service, whether by word of mouth or by the experiences of individuals expecting this type of service (and receiving it), cripples the image of government service. The only effective way to combat truly bad customer service and inappropriate perceptions about customer service is to seek continual customer service improvement. By meeting customer expectations on a daily basis with the continual practice of good service delivery over time, the perception problems can be turned around.
b. Goal Statement
To meet customer service expectations and to improve customer service perceptions through better customer service relations, the Town will undertake activities that will encourage, develop, and enhance continual customer service improvement.
c. Objectives
(1) Encourage all activities and all efforts that will enhance and improve the communication process between customers and the staff of the Town of Davie. This will be accomplished by the following actions:
(a) Develop pamphlets and brochures on all land use, building and code enforcement procedures, processes, regulation changes and the like.
(b) Utilize the Davie Update to communicate significant issues and items of interest to the public.
(c) Explore the feasibility of utilizing an electronic bulletin board as a source of information to and for feedback from citizens.
(2) Review all staffing assignments to ensure that personnel with appropriate customer service skills are the primary contact with customers.
(3) Ensure that important customer service contact areas (e.g., front counters) are sufficiently staffed, and shifts are rotated to ensure that certain staff personnel are not overtaxed in dealing with customers.
(4) Town of Davie management will meet on a periodic basis to review customer service issues and to make any necessary adjustments to the overall program.
(5) Town of Davie will create a rapid response team to review customer service problems and to develop customer service solutions.
(6) Town of Davie will create a staff advisory group that will review regulations and policies identified by customers as problem areas and will make recommendations for possible solutions.
2. Goal 2: Customer Service Performance Measurement
a. Introduction
In order to enhance quality and to obtain improvement in customer service, it is vital that performance measurement be utilized as both a learning and an evaluation mechanism. Measurement is crucial because it allows the organization to communicate with customers and to determine customer wants, needs, decisions, and expectations. These customer requirements are recognized by applying customer standards and expectations to services and to the periodic measurement of performance against them. Performance measurement also allows the individual employee and the department division to ascertain how they are performing. Constant feedback provides the measure for accomplishment, problem identification, and improvement opportunities.
b. Goal Statement
To improve service delivery and to meet customer service expectations,Town staff should strive to measure the extent that customer desires are being met at the department and the division levels.
c. Objectives
(1) Implement a Town of Davie citizen survey at customer service counters that make inquiry as to the services rendered by the Town staff.
(2) Implement a telephone survey program whereby random customers are contacted and feedback is solicited on services rendered.
(3) Town of Davie supervisory staff shall verbally engage feedback from citizens after providing services.
3. Goal 3: Continual Training, Empowerment, and Involvement
a. Introduction
Quality service can only be rendered when continual training, empowerment opportunities, and involvement are a component of the customer service program. (1) Employees must be trained in the proper principles and philosophies of customer service. Such training must be continual and reinforced. (2) Empowered and involved employees must be committed and caring about the delivery of customer service. Empowered employees are encouraged to be problem solvers and to participate in the decision-making process. Therefore, the Town of Davie recognizes extra effort and initiative while tolerating occasional setbacks. (3) Involvement encourages employees to apply their expertise in various customer service areas. Empowerment and involvement are by-products of a continuous training and positive customer service philosophy.
b. Goal Statement
It shall be the goal of the Town of Davie to address customer needs and to resolve customer problems by fostering a program of continual training, and by creating a work environment that empowers and involves employees in providing quality services to the customer.
c. Objectives
(1) Ensure that appropriate training concerning the delivery of customer service is available to Town employees.
a) Encourage participation in all in-house training efforts.
b) Utilize several sources of training opportunities, including seminars, video presentations, and all forms of printed matter.
c) Conduct training sessions on the principles and the applications of TQM
(2) Expand reference resources to include sources on customer service delivery.
(3) Solicit employee feedback in department and division-level meetings regarding customer service.
(4) Encourage monthly role-playing meetings on various customer service encounters and issues.
(5) Create a self-directed intradepartmental customer service team to examine customer service issues and to provide feedback to the director, the department staff, and the Town Administrator.
4. Goal 4: Rewards and Recognition
a. Introduction
Customer service is adding people to a service or a product to meet customer expectations regarding value and time. Since the operative words are adding people to the service or the product, it is evident that the staff should play a paramount role in improving service and quality. It therefore follows that it is equally important to recognize, reward, and celebrate extra efforts in customer service. It is essential to demonstrate that the Town recognizes quality service and innovation and will reward those employees who achieve in these areas.
b. Goal Statement
The Town of Davie shall recognize quality customer service and shall reinforce positive customer service behavior by rewarding the achievements, the ideas, and the innovations of the staff.
c. Objectives
(1) Institute a reward program for customer service achievements.
(2) Develop a system of recognition for employee innovations.
(3) Develop rewards and recognition for departmental customer service achievements throughout each year.
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