STATEMENT OF PURPOSE: To provide excellence in customer service through a positive and friendly attitude to all citizens, visitors and employees through this comprehensive plan.

  MISSION STATEMENT: To improve the quality and efficiency of the City of Laredo’s community services through excellent   customer service and the anticipation of services needed by citizens, visitors and employees of our organization. 

  CUSTOMER DEFINITION: All persons to whom the City of Laredo provides a service or information. 

  KINDS OF CUSTOMERS

  I.                     External – Citizens requesting a service or information; visitors and vendors soliciting city business.

  II.                    Internal – Employees requesting services, staff support and/or information.

  PROCEDURE:  

  I.                     CUSTOMER INTERACTION

                          A.       Policy

1.                    Greet customer pleasantly.

2.                    Introduce yourself by giving your name.

3.                    Call people by their name and show interest in what they are saying.

4.                    Ask questions politely.

5.                    Use words, actions and tone that demonstrate readiness to help.

6.                    Demonstrate a positive attitude.

7.                    Show knowledge about the service.

8.                    If you don’t know the answer, you should know where to research the answer or direct customer to someone that can help.

9.                    Satisfy customer service needs within the limitations of policy, programs and code of ordinances.

10.                 Never say, “It’s not my job.” Say, “let me contact the _____ department to better serve you.

11.                 Assist customer in finding the proper source of help. 

B.  All employees must understand that the customer expects:

RELIABILITY – The ability to provide what was promised dependably, accurately and timely. 

ASSURANCE – The knowledge and courtesy you show to customers and your ability to convey trust, competence and confidence. 

TANGIBLES -- The physical facilities and equipment and your own (and others) physical appearance. 

                                EMPATHY – The degree of caring and individual attention you show.  

                                RESPONSIVENESS – The willingness to help customers promptly.

                             C.   To satisfy customer’s expectations:

1.                    Establish clear expectations of what can or cannot be accomplished.

2.                    Explain why their expectations can’t be met.

3.                    Listen to customer’s questions.

4.                    Offer options whenever possible.

5.                    Answer questions fully and clearly, and when in doubt, find someone who does know.

6.                    Show courtesy always.

7.                    Always put yourself in your customer’s shoes. 

D.       Telephone etiquette: 

1.                    Answer promptly.

2.                    Greet in a friendly tone of voice.

3.                    Identify yourself and department: “Good afternoon, City Hall, this is ___. How may I help you?”

4.                    Take clear messages.

5.                    Try not to transfer customers or put them on hold

6.                    Handle transfers courteously and efficiently. Explain that you can’t help and ask permission to transfer.

7.                    Provide person you are transferring to with the name of the person you are transferring and their request. (Note: customers appreciate being greeted by name and not having to start from the beginning with a new person).

8.                    Place customers on hold only as a last resort. If a person asks for someone who is not available, offer to help or take a message.

9.                    Let the customer know they haven’t been forgotten by checking back every 30 seconds. 

 II.                CUSTOMER REQUESTS AND COMPLAINTS

             A.                  The City Manager will have on staff a customer service representative.

1.                    The customer service representative will be responsible for a centralized

customer request/complaint database.

2.                    The customer service representative will provide reports on status of

requests/complaints on a weekly basis.

3.                    The city departments will use the computer software recommended by the MIS department to log and track request/complaints.

4.                    The city departments not accessible to the request/complaint tracking software will use a request/complaint form to write information and description identifying request/complaint. This form is then forwarded to the city manager’s office to the attention of the Customer Service Coordinator.

5.                    Follow-up of request/complaint needs to take place on a daily basis and is the responsibility of each department where the request/complaint originated. Progress on the status of the request/complaint is to be reported and updated on the software if the expected time of response will not be met. Completion of resolution of requests and complaints needs to be reported either by the available tracking software or in writing to the City Manager’s office to the attention of the Customer Service Coordinator.

 III.                CUSTOMER SERVICE EVALUATION PROGRAM 

A.                  All city departments shall:

1.                    Create surveys tailored to the particular service/program they administer.

2.                    Surveys must be available in English and Spanish – anonymously administered.

3.                    Review of client responses for identification of problems and assessment of services on a quarterly basis.

4.                    Result of client surveys should be reported to the City Manager’s Office. 

B.                   Customer Focus Groups:

All city departments shall: 

1.                    On annual basis, organize a 1-hour meeting with 10 customers who were provided with services and receive feedback of their evaluation and suggestions for improving the department’s customer service program. Findings and recommendations should be reported back to the City Manager’s office for evaluation of the Steering Committee. 

C.                   Mystery Shopper

1.                    The City will contract with the private sector or designate a person to secure services at a City Department and then grade the level of customer service demonstrated by the city employee which attended the citizen. The “mystery shopper” will have a pre-established appraisal form that will be used to grade the employee. The results of the appraisal will be provided to the employee and the Department Director.

D.                   Employee Evaluation and Performance 

1.                    Customer Service will be a category in every employee’s performance evaluation.

 IV.  IMPLEMENTATION COMMITTEE

        A.     Implementation Committee will be organized by the Customer Service Coordinator and comprised of one                member of each City Division/Department.

        B.                   The Implementation Committee will be responsible for: 

1.                    Their own department’s implementation of the customer service plan by meeting and training with all employees in their own department.

2.                    Administering the implementation and compliance of the policies of the Customer Service Plan.

3.                    Surveying and implementing suggestions from customers and focus groups.

4.                    Identifying needs to improve customer service and reporting to Department Director. 

V.                   TRAINING 

             A.                  Training sessions shall be the responsibility of the Administrative Services Department. 

1.                    New and existing  employees shall receive appropriate training at least once a year.

2.                    Introduce employees to ways of providing excellent customer service.

3.                    Address customer service during orientation of new employees.

4.                    Stress the need for cooperation and mutual support within individual departments and the City.

5.                    Training materials (videotapes, literature, etc.) for members of the review committee to use in their monthly meetings with staff. 

 VI.                 CUSTOMER SERVICE STEERING COMMITTEE  

A.                  The Steering Committee will be made up of five (5) members appointed by the City Manager with the Administrative Services Director representing one (1) member. 

B.                   The Steering Committee will be responsible for the overall direction, budgeting recommendations and evaluation of the Customer Service Plan with an annual report to the City Manager.

 VII.                ORGANIZATIONAL STRUCTURE (SEE ATTACHED)

 VIII.              AUTHORITY AND ACCOUNTABILITY 

A.                  The City Council adopted this Customer Service Plan as policy by Ordinance No. ___________ . 

B.                   The City Manager accepts the responsibility for providing resources and guidance for the development and implementation of the Customer Service Plan. 

C.                  Department Directors and Assistant Directors accept the responsibility of their services. 

D.                   Division managers and immediate supervisors are responsible and will be held accountable to ensure that all employees under their supervision follow all customer service procedures identified in this plan.

E.                   Employees are responsible and will be held accountable for providing the City of Laredo with a commitment to the Customer Service Plan, abiding by the policies, procedures and rules set forth by the program and becoming actively involved in the program to completely fulfill the purpose of this plan.

 IX.                  ACKNOWLEDGEMENT 

 I ____________________________, hereby understand that I have read and received a copy of this policy and understand that it is my responsibility to comply with it. Further, I understand that this policy will be used to evaluate my performance as it pertains to customer service on an annual basis.  

                                                                Employee Signature 

                                                                ____________________ 

                                                                ____________________

Date 

 Submit to Administrative Services Department

 Xc:  Department Director

CITY MANAGER’S OFFICE 

CUSTOMER SERVICE SURVEY

(SAMPLE) 

 Our office values you as a citizen/guest of our city. Please take the time to complete this report card that will reflect the quality of our services. If you would rather discuss your case in person, please ask for the Assistant to the City Manager, or call  (956) 791-7309. 

 YOUR INPUT IS IMPORTANT TO OUR SUCCESS AS YOUR ADMINISTRATIVE STAFF. 

 1.             How would you rate the City Manager’s Office in terms of the following:  (Please circle) 

                                                                                                           HIGH                               LOW                             N/A 

Friendly Attitude                                          5                4                3                2                1             x

Phone Etiquette                                          5                4                3                2                1              x

Professional Environment                           5                4                3                2                1              x

Knowledge Level                                       5                4                3                2                1               x

Timeliness                                                 5                4                3                2                1                 x

 2.             Please rate our overall performance:                      5                4                3                2                1                 x 

 3.             How was your request/complaint resolved?                  FAVORABLY          UNFAVORABLY 

 4.             Name of staff person(s) with whom you interacted:  ____________________________  

 5.             Date:  ________________________________________________________________ 

 6.             Suggestions:  __________________________________________________________  

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