1. Training
It shall become incumbent upon the Town to develop a yearly training program that utilizes all forms of customer service training. Training efforts will be given a higher priority if these efforts will improve the customer service skills of the staff and they increase teamwork between departments.
a. Types of training may include customer service skills, service management, team building, and problem-solving.
b. Training will take the form of both classroom and media-based training (i.e., video, audio, and the like)
c. Department directors will meet with the Town Administrator to establish budgetary targets for training purposes.
2. Empowerment
a. Empowering the staff involves the provision of training and the encouragement of the staff to become innovative and to solve customer service issues without constant reliance on supervision. It provides the staff with some responsibility to self-police and to innovate with customer service improvement as the major goal.
b. Through various forms of interaction the staff can empower customers to be partners in advancing the customer service agenda. Through customer contact and solicitation of feedback, customers become a player in the process.
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