Working for a public agency means providing a total customer service experience to both external AND internal customers. Whether we work in Human Resources, Finance, Recreation, Parks, Streets, Police, Fire, or any other area of the organization, providing great customer service should be at the top of our list. Why?
It’s good for business!
People should want to do business with your organization and you; not dread it. A negative experience is a reflection on not just you and your department, but your entire organization. When your organization provides great customer service, you are helping to promote a vibrant, progressive and growing community; one that also welcomes new residents and visitors.
It’s good for you!
Being “nice” is healthy. When you treat people better, you feel better. It can make your workday more positive and enjoyable. Your “people” interactions become welcome, and not just interruptions in your day.
It’s good for everyone!
When an organization focuses on providing a total customer service experience, the rewards are many. In the workplace, a customer focused environment promotes good work habits, productivity, healthy employee interactions, increased job satisfaction, greater opportunities for learning, and employee retention.
How do we get there?
An organization’s leadership that prioritizes customer services, as part of a mission statement or organizational – wide initiative, is taking an important first step towards providing a total customer service experience. Ongoing employee training must follow; including a review of basic customer service principles including, verbal and written communications, email etiquette, phone skills, and listening skills. In order to be most effective, also include focused and specific training in every department, as each one is unique and provides different types of services. PRM offers various training tools on this topic, including online videos and onsite training to help.
Michele Faulkner, Sr. Loss Prevention Consultant