CUSTOMER SERVICE STANDARDS

Standards for "Walk-In" Customers

Customers often come to the office for meetings and appointments, seeking resolution to a problem, or for information.  Accessibility to the office is a priority of the County Executive, and the following standards will apply during face-to-face interactions with customers:

1. Greet all customers to the office in a professional, courteous manner.  Smile, make eye contact, offer a friendly greeting, and maintain positive body language while respecting the customers’ cultural norms.

2. If you are on the phone when a customer enters the office, acknowledge the customer, ask him/her to have a seat and tell him/her that you will assist him/her as soon as possible.

3. If you are assisting a customer and must answer a phone call, make that call as brief as possible.  If the phone call requires extensive time, ask for the caller’s name and number in order to return the call when you are no longer assisting the customer.

4. Actively listen to requests/questions, ensuring that you do not interrupt, and that you maintain eye contact, and give full attention to the customer.

5. Implement the adopted standards for customers with limited English proficiency or physical or mental disabilities.  (LEP and ADA training will be provided.)

6. Ask probing questions, paraphrase and verify the request/question as needed to fully understand the request/question.

7. Do not express personal opinions to customers about department or County policies or procedures.

8. Do not indicate disapproval of a customer’s request.

9. Use a voice level that does not interfere with other transactions and respect customers’ need for confidentiality.

10. Give complete, accurate, and clear information.

11. If you are unable to answer a question or resolve an issue to the satisfaction of a visitor, you should refer him/her to another staff person in the office.  If there is not another staff person available, ask for his/her name, number, and general aspects of the issue, and tell him/her that an appropriate staff member will follow up and assist him/her with his/her problem or concern.  The customer should be called within 24 hours.

12. Ask appropriate follow-up questions or provide closing statements such as “Does this give you the information you need?” or “Please call us if you need further assistance.”