1. Customer expectations are absolutely cardinal in customer service. They may vary with each customer but, in essence, such expectations revolve around value or time. Customers expect that the Town’s staff will meet or will exceed such expectations at a cost that represents value to them. It must be remembered that customers see the staff as the entire Town, while department employees see themselves as only a part of the larger organization.
2. In order to address these expectations, the staff must (through the communication process) exhibit conformance to customer requirements in a timely and an effective manner. Generally, achievement of this outcome results from the staff’s appearance (Is it professional?), the staff’s manner (does it reflect assistance and cooperation?) the staff’s knowledge of the business (can the staff address the questions?) (Knowledgeably?) the staff’s ability to cope with the needs of the customer (can the staff problem solve?). It is the aforementioned components that will shape the successful outcome in any customer service interaction.
3. Finally, as a Town employee developing your own customer vision, imagine yourself as a member of a medical corps on a battlefield. Your customer is a person in distress, and you will need to give that customer the attention, care, and therapy that will return that customer to a condition of well-being.
Therefore, in terms of customer service vision, it would be very appropriate to recognize that the Town’s staff exists because of the Town’s customers. Without them, the Town would have no reason to exist.
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