A. Effect of Change on Customer Service
There are many forms of change from system-imposed change to self-imposed change. Change is also imposed by the customer. When customers are not happy it becomes crucial for the Town to determine if it can do what customer- want. In a regulatory agency, the Town cannot always live by the private sector credo of The customer is always right. The bottom line impact on the Town budget must be evaluated. Finally, can the Town retain customers who have a choice with similar services? The services that the Town provides are not available elsewhere. The Town must reconcile these questions within the context of customer service.
B. Organizational Change
Changes to organizations continue to occur as a result of the greater global and technological change. Customer service is also one of the drivers of change. The Town will be impacted by the need for more accountability, greater emphasis on teamwork, and intense involvement with people-all aspects of customer service change.
C. Technological Change
Advances in technology require the greatest need for training and retraining, access to information, and the need for cooperation. Customer service enhancement, while people-based, will need to keep pace with both technology and the information-based society.
D. Challenge Statement to the Staff
Keeping pace with customer service expectations is a formidable challenge. It will require a constancy of purpose for improvement of quality service, continuous training and retraining, teamwork, and a new philosophy toward empowerment and involvement. It will require a devotion to performance measurement and must recognize the impact of change as the Town progresses through the twenty-first century. The Town of Davie is ready to take the customer service challenge.
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