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Project Review <br /> Category: Human Resource Management <br /> Number: 2.35 <br /> Title: Customer Service Orientation <br /> Statement: Orientation and training is provided to all employees on the agency philosophy of <br /> customer service. <br /> Description: Customer service is an essential element of service delivery and should be a major <br /> focus of the agency's mission, vision and values. <br /> Assigned To: Tammy Donahue <br /> Date of Initial Review: 1 /23/2003 <br /> Applicable to Agency: Yes <br /> Self Assessment <br /> Compliance Status: Full Compliance <br /> Date of Compliance: 1/23/2003 <br /> Completed By: Tammy Donahue <br /> Directive/Documenfation: Schedule of customer service trainings available at <br /> ceonline/hrrs/pd/ctp/1 coordtraining.htm <br /> Organization's Values and Operating Principles <br /> Available upon request -course descriptions for customer service classes, <br /> communication, conflict management, personal safety, dealing with angry people. <br /> http://ceonline then select training from drop down box. Next select required <br /> training. Also ceonline/hrrs/pd/ctp/1 coordtraining.htm <br /> Customer Service Excellence -Course Content <br /> Customer Service in Regulatory Environment -Course Content Y <br /> Direction for Employee Assistance Calendar <br /> <br /> ~ http://ceonline <br /> select Training (right drop down), then select Employee Assistance Program (EAP) <br /> Classes <br /> Interview/Observation: 04/06/2204 -Denise Smith, Performance & Development Manager, HRRS <br /> reviewed and provided input. <br /> Agency Compliance: An ethic of customer service is instilled in employees in a number of ways. The <br /> City's mission statement states "Our first priority is to provide citizens with quality <br /> services that meet their needs." The department's mission statement says "We <br /> deliver our services in a manner that is convenient and understandable to the <br /> .public." <br /> In new employee orientation, there is a focus on defining the role of public service,. <br /> our expectations and having a customer focus. They are given the phone number <br /> for the organizations public information specialist who fields public questions on <br /> any topic so they have a resource to send anyone to. Resource guides for other <br /> public and social services are available for front desk staff. <br /> Customer service trainings are offered by the City, and the department encourages <br /> and/or requires employees to take these types of trainings. Examples of trainings <br /> APWA Self Assessment - 4th Edition # 2.35 Page 7 of 2 <br /> <br />