Resolution 2488 - Laserfiche WebLink

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. . . : INIRODUCTION AND BACKGROUND This report is the outcome of the of the City of Mounds View's Customer Relations Committee. This group consisted of employee representatives from all departments and was assisted by an outside consultant. The Committee met from November, 1988, through March, 1989, discussing committee members perceptions of customer service levels in the City. Generally, the Committee determined that employees of the City of Mounds View are doing a good job serving their customers. The recommendations offered are intended to help make customer service even more effective, building on a foundation that already appears to be quite firm. RECOMMENDATIONS 1. IT IS RECOMMENDED THAT: An individual should be at the front rec~tionist desk at all times to greet customers and answer incoming telephone calls. Continual coverage of the front desk provides customers with fast and efficient assistance; both in-person and telephone callers. 2. IT IS RECOMMENDED THAT: Individuals leaving the City Hall premises inform another individual within their department when they leave and expect to return. Customer questions may be answered by other department personnel or customers may be given specific information regarding return calls when interdepartmental communication is enhanced. 3. IT IS RECOMMENDED THAT: Telephones are answered in no more than three rings and that incoming telephone calls are answered in the following manner. "City of Mounds View. how may I direct your call?". The City receives many telephone calls each day. The receptionist may not be able to answer all the incoming calls within three rings. All employees are encouraged to answer the incoming telephone calls when the receptionist is unable to answer.