October 9, 2003
COUNTY ANNOUNCES NEW CUSTOMER SERVICE INITIATIVE
"We treat customers as we would like to be treated."
Charlotte, NC - National Customer Service Week included the unveiling of a new set of customer service standards for Mecklenburg County Government.
Using results from an internal audit, community survey and yearlong study, the County is putting even greater employee emphasis on Customer Satisfaction.
Brian Cox, manager of Customer Service and eGovernment, says that while the County's 2003 Community Survey shows overall customer satisfaction is 83%, a 15-point jump from 2001, there is room for improvement, especially in coordinating and standardizing the effort.
"Even though our Customer Service satisfaction is high, we need to adopt a set of Customer Service Standards that apply to all County employees," says Cox. "We want a consistently high level of service for our customers, regardless of which department they interact with."
Those standards are:
- Quality - Meeting and exceeding our customers' requirements and expectations within the context of achieving the organization's mission and legal mandates.
- Ethics - Defined as "doing what is fundamentally appropriate." We believe in the highest standards of lawful and ethical conduct. Our reputation for truthfulness, fairness, and honesty is earned by each of us in our daily work.
- Timeliness - We are dedicated to meeting or exceeding customer expectations in a timely manner.
- Courtesy & Respect - We will show courtesy and respect for all customers while performing the services they require.
- Communication - We will communicate clearly and deliberately with customers as a key building block to excellent customer service and customer satisfaction.
The Customer Service Coordinating Council developed the standards over the last year. They tie directly to the County's strategic plan and "Managing for Results" performance measurement system.
Customer Service Champions are being trained and will pass the standards to current employees by the end of the year. New employees will receive the training during orientation.