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Management Practices Self-Assessment <br /> 2.33 Customer Service Orientation <br /> Orientation and training is provided to all employees on the agency philosophy of <br /> customer service. <br /> Customer service is an essential element of service delivery and should be a major focus of the <br /> agency's mission, vision and values. <br /> Assigned to: Tammy Donahue Initial Review Date: 1/23/2003 <br /> Completed by: Tammy Donahue Compliance Date: <br /> Amount Complete: Full Compliance <br /> Documentation/Directives: <br /> Organization's Values and Operating Principles <br /> The Influencer: Customer Service Excellence -Course Content <br /> Customer Service in Regulatory Environment -Required city trainings <br /> Violence in the Workplace Trainings -Training Program <br /> Power of Words -Training Program <br /> Direction for Employee Assistance Calendar <br /> Agency Compliance: <br /> An ethic of customer service is instilled in employees in a number of ways. The City's mission statement <br /> states "We value service to our customers and the community, being responsive to their changing needs." <br /> The department's mission statement says "We deliver our services in a manner that is professional, <br /> environmentally and fiscally responsible, and convenient and understandable to the public." <br /> In new employee orientation, there. is a focus on defming the role of public service, our expectations and <br /> having a customer focus. They are given the phone number for the organizations public information <br /> specialist who fields public questions on any topic so they have a resource to send citizens. Resource <br /> guides for other public and social services are available for front desk staff. <br /> Customer service trainings are offered by the City, and the department encourages and/or requires <br /> employees to take these types of trainings. Examples of trainings offered include: Influencer Training, <br /> Crucial Conversations, Crucial Confrontations, Customer Service Excellence, Customer Service in a <br /> Regulatory Environment, Dealing with Angry People, and The Power of Words (Listening and Conflict <br /> Management). Other pertinent courses are offered free through our employee assistance program. <br /> Reception staff receive training in telephone techniques. Formal processes are in place to record and track <br /> customer service requests (see 6.6). <br /> <br /> 02004 American Public Works Association Version S.0 <br /> 66 <br /> <br />