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