• SERVICE SHOPPER PROGRAM

    Goal: To be a key component of a broad, citywide initiative dedicated to improving customer service in the City of Miami Beach.

    Objectives

    • To help assess how well the City is serving its customers by evaluating service delivery and compliance with City’s customer service standards at interface points.
    • Use program results as a tool for improving customer service to a level that meets the public’s needs and expectations.
    • Heighten customer service awareness and provide training to employees serving as shoppers.

    Results 

    Service Shopper Citywide Score 

    2006 

    2007 

    2008 

    2009 

    2010 

    2011 

    2012 

    2013

    Fiscal Year

    3.39

    3.78

    4.16

    3.69

    4.10

    3.93

    4.08

    4.02

    % of departments scoring less than 3.0

    11%

    1%

    1%

    1%

    1%

    0%

    0%

    0%

    *Index is for general questions; index is tailored to score specific customer service standards between 1 (not satisfied) and 5 (extremely satisfied)

     

    Summary of Customer Service Standards 

    Telephone

    • Telephones are answered within the third ring.
    • Phone messages received will be responded to in a timely manner.
    • Calls coming from external sources will be answered with a consistent greeting.
    • Employee will take responsibility for providing a solution and/or options to the customer’s request.
    • Request permission from the caller before transferring a call, provide the caller with the name and number of the person being transferred to, and stay on the line to announce the caller to the person receiving the transfer.
    • Voice mail messages will include employee’s full name, working hours, and optional phone number to call.

    Written Correspondence

    • Correspondence start with a greeting
    • Standard E-mail signatures (e-mail)
    • Activate the e-mail Out-of Office Assistance when away from the office.
    • Acknowledge e-mails and faxes that require a response within two business days.
    • Respond to letters within 10 business days.

    Personal Contact

    • Respond to customers in a courteous manner… the customer is not always right, but always deserves to be treated with respect.
    • Provide accurate and understandable solutions/options to customer requests or directs the customer to the appropriate person who may have knowledge in the subject matter.
    • Average or maximum wait time without an appointment should be no longer then 30 minutes or scheduled for a mutually convenient time.
    • Counter will be staffed during business hours.
    • Employees will dress in attire that is professional, tasteful, and appropriate.

     

 
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