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<br /> ~I Pro'ect Review <br /> J <br /> Category: Human Resource Management <br /> Number: 2.35 <br /> Title: Customer Service Orientation <br /> ! Statement: Orientation and training is provided fo all employees on the agency philo ophy of <br /> i <br /> customer service. <br /> Description: Customer service is an essential element of service delivery and std uld be a major <br /> ~ focus of the agency's mission, vision and values. <br /> <br /> ~ Assigned To: Tammy Donahue <br /> Date oflnitial Review: 1/23/2003 <br /> Applicable to Agency: Yes <br /> Self Assessmenf <br /> Compliance Status: Full Compliance <br /> Date of Compliance: 1/23/2003 <br /> Completed By: Tammy Donahue <br /> Directive/Documentation: Schedule of customer service trainings av itable at <br /> ceonline/hrrs/pd/ctp/1 coordtraining.htm <br /> Organization's Values and OperatingfPFinciples <br /> Available upon request -course descriptions for customer service classes, <br /> c unic tion, conflict mar~a~em nt, personal safety, dealing ith angry people. <br /> c~~. <br /> Customer Service Excellence -~ourse Content <br /> Customer Service in Regulat Environment -Course Content <br /> Direction for Employee Ass"stance Calendar <br /> http://ceonline <br /> select Training (right dro down), then select Employee Assistance Program (EAP) <br /> Classes <br /> j Interview/Observation: 04/06/2204 -Denise ith, Performance & Development Manager, HRRS <br /> 1 reviewed and provid input. <br /> Agency Compliance: An ethic of custom service is instilled in employees in a number of ways. The <br /> City's mission stat ent states "Our first priority is to provide citizens with quality <br /> services that mee their needs." The department's mission statement says "We <br /> deliver our servic s in a manner that is convenient and understandable to the <br /> public." <br /> In new employe orientation, there is a focus on defining the role of public service, <br /> our expectatio and having a customer focus. They are given the phone number <br /> for the organiz tions public information specialist who fields public questions on <br /> any topic so th y have a resource to send anyone to. Resource guides for other <br /> public and soc I 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 /> offered include: Customer Service Excellence, Customer Service in a Regulatory <br /> Environment, Dealing with Angry People, and The Power of Words (Listening and <br /> APWA Self Assessment - 4th Edition # .2.35 Page 1 of t <br /> <br />