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HomeMy WebLinkAbout21-Human Resources . ('R 1(.""\./ t, . .. I I . f ~ U \IOH\il'\ CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION Dept: Human Resources Subject: PROGRAM FOR CUSTOMER SERVICE TRAINING FOR CITY MANAGEMENT PERSONNEL From: Linn Livingston Date: October 13, 2008 MICC Meeting Date: Oct 20, 2008 Synopsis of Previous Council Action: On September 16, 2008, Legislative Review Committee approved a Customer Service training program for City management personnel and recommended this item go forward to the Mayor and Common Council. Recommended Motion: Receive and file. 'i1M Ii/iiA . Signature Contact person: Linn LivinQston Phone: 384-5161 Supporting data attached: SR: Customer Service Proqram Ward: FUNDING REQUIREMENTS: Amount: No Cost to the City Source: (Accl. No.) (Accl. Description) Finance: Council Notes: Agenda Item No.2' I 0 -~O - 0 & CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION Staff Report SUBJECT Program on Customer Service Training for City management personnel. BACKGROUND The Legislative Review Committee (LRC) requested the Human Resources Department develop and provide Customer Service Training for City management personnel. The Human Resources Department worked with the LRC to provide resources that will assist in caring for customers and creating a culture of customer care. The objectives of the program include: I) principle elements necessary to care for customers, 2) methods of promoting positive action from customers and gaining their commitment, and 3) identifYing their principal customers in an effort to improve the image of the City. On September 16, 2008, the LRC recommended the attached Customer Service Training Program be forwarded to the Mayor and Common Council for their information. FINANCIAL IMPACT There is no financial impact with this action. RECOMMENDATION Receive and file. HR/ Agenda Items:SR.Customer.Service. Training.2008 Managing Customer Care Mission Statement: The City of San Bernardino is in business to serve the community. In order to be successful in this charge, City staff must provide excellent customer service to not only external customers but to fellow employees as internal customers. The customer service extends to members of the community in the form of day to day transactions with the City along with communication to members of the public. Objective: Managers will learn the principal elements necessary to care for customers and how to create a culture of customer care in their organizations. Methods of promoting positive action from customers and gaining their commitment will be demonstrated. Managers will learn how to identify their principal customers and improve the image of their organization in order to gain a competitive edge. I. What is Customer Care? A. The ability of an organization to constantly exceed the expectations of the customer. I. Given that definition, how then do we go about improving our ability to constantly and consistently give the customer what they want and need? 2. Organizations exceed customer expectations by focusing improvement efforts in three areas: a. customer friendly processes, b. employee commitment to customer service, and c. customer dialog You must be excellent in all three areas to achieve excellent customer service. II. Who are your Customers? A. Internal Customers - Poor internal customer service directly and negatively impacts customer service overall I. Elected Officials 2. Employees of the City of San Bernardino B. External Customers I. General Public 2. Developers 3. Others requiring City service III. Your Staff A. Their environment - Management must create an environment that is supportive, and that understands that stress is a part of the business day. This environment will help employees tolerate and bounce back from even the worst day. Below are points to observe to create that supportive euvironment: I. Know your employees 2. Communicate effectively with them 3. Provide an atmosphere of mutual respect 4. Be consistent with your moods and personality 5. Be consistent in rules and structure 6. Let your employees vent (Open Door Policy) B. Teamwork I. Value differences among team members 2. Recognize the successes and contributions of all employees 3. Include all employees in the team 4. Resolve conflict; don't avoid it 5. Empower team members to act 6. Provide timely feedback 7. Create opportunities for success 8. Provide resources to improve skills and abilities C. Emotion - The connection between emotional state of employees and customer service is important. If employees who provide customer service are angry, demoralized, or just plain disinterested, this may impact the way they treat their customers. D. Positive feedback IV. Overcoming apathy A. It is the responsibility of the manager to get their employees excited about interacting with customers. When a manager understands and communicates the importance and value of great service, employees will understand why this is something they need to provide. V. The Customer A. What do Customers Want? I. Customers want a variety of responses from you. Most of all, they want to be treated like human beings by being provided with the following: a. Being taken seriously b. Being treated with respect c. Receiving immediate action d. Compensation e. Clearing up the problem so it never happens again f. Being listened to Tip: Customers are human! Deal with their emotion first before you address the problem. B. Identifying them - As a public employee, everyone who approaches you is a potential customer and should be treated with respect. 2 VI. Body language and Communication A. Body language used for customer service interactions should be respectful and accommodating of the customer. The customer should be accorded a certain status and treated as a guest. Your employees can accomplish this through simple things, such as holding open a door, making eye contact, and positioning their bodies in a way that is open, professional, and friendly. B. Body Language can affect your voice, which may have an impact on phone conversations. I. Facial Expressions 2. Breathing Patterns 3. Body Positioning C. Telephone techniques I. Answer the phone promptly. 2. Give the caller adjustment time. 3. IdentifY yourself and your position with the City immediately. 4. Be friendly and express your willingness to help. 5. Use the caller's name if it's offered. 6. Have all necessary resources available. 7. Get as much information as you can. 8. Be accurate and complete when giving information. 9. Minimize "hold" time. 10. Transfer calls only when necessary. I I. Indicate your regret or appreciation when applicable. 12. Hang up gently. VII. Handling complaints Management finds out about customer dissatisfaction through complaints, which are mostly generated by the customer. How well do we listen to the complaints from our customers? A. Listening I. Focus on what the speaker is saying 2. Listen carefully for emotions as well as facts 3. Take brief notes of important information such as dates, times, amount, etc. 4. Do not interrupt or finish the speaker's sentence S. Make good eye contact with the speaker 6. Paraphrase what you heard the customer say to ensure understanding B. Building rapport I. Developing a relationship with your customers will help open the lines of communication 2. Solicit information in order to build a database of information to be utilized to improve current processes. 3 C. Getting the facts 1. Ensure that you have all the facts necessary to report the incident/complaint D. Discussing solutions I. Ask the customer what outcome they are looking for 2. Recommend possible options 3. Let the customer know how you plan to handle the incident/complaint a. take information and give it to the correct person b. conducts investigation and returns their call E. Taking action VIII. Mandatory Reporting A. Welfare and Institutions Code 300 (WIC 300) I. Report Child Abuse/Neglect 2. Report Elder Abuse/Neglect B. Mandated Reporters (Section 11165.7 ofthe Penal Code) I. Law Enforcement 2. Code Enforcement 3. Animal Control 4. Parks & Recreation 5. Library IX. Delighting your customer A. Creating delight - Listen to your customers and exceed their expectations I. Under promise and over deliver 2. Keep customers informed 3. Encourage employees to be thoughtful 4. Go the extra mile 5. Follow-up Celebrate your customer! 4