FOCUS AREA III: FOSTER A CULTURE OF CUSTOMER-CENTRICITY
OBJECTIVE: Ensure all city employees are committed to providing exceptional customer service and continuously improving service delivery.
OUTCOMES:
• • •
Completion rates of customer service training programs by employees
Number of employees recognized for outstanding service Improvements in customer satisfaction scores over time
ACTION STEPS:
• Customer Service Training - Develop and implement a comprehensive customer service training program for all city employees, focusing on communication skills, problem solving, and empathy.
• Mentoring Program - Develop a mentoring program for staff across the organization.
• Recognition and Reward Program - Establish a recognition program to reward employees for outstanding customer service.
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