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CUSTOMER CREED AND CUSTOMER SERVICE STANDARDS
Updated February 2017
CUSTOMER CREED
Our Customers can expect to be greeted courteously, with respect, a prompt offer of
assistance, and a can-do attitude.
CUSTOMER SERVICE STANDARDS
In General
Under promise and over deliver.
Face-to-Face
1. Customers will be greeted courteously and their needs will be listened to
attentively and empathetically.
2. If necessary to refer a customer to another person or department, the referral will
be made with an explanation and a notification to the area where the customer is
being transferred.
3. City employees will wear identification cards while on duty.
On the Phone
1. The person answering a customer's call will identify him or herself and aid.
2. The person answering the phone will listen and understand the nature of the
request before transferring a call, and will inform the callers to whom they are
being transferred.
3. Acknowledgement of voice mail messages will be made within one business day.
On the Web
1. Information will be current, easy to access and include City e-mail addresses and
phone numbers.
2. All City publications and forms, and a calendar of City meetings and events will be
available.
Correspondence (letters and e-mail)
1. Acknowledgement of emails will be sent within two business days. Responses to
letters will be within two business days, comprehensive and accurate. If providing
an answer to a letter will take longer, a phone call will be made to the customer
describing the delay and intended response time.
2. Correspondence will include name, department and contact information of the
sender.
3. Bills, statements and receipts will be accurate and user-friendly.
City of Prior Lake
Customer Creed and Customer Service Standards