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View The Complete Customer Service Strategy

Flash Version

The complete Customer Service Strategy 2013 Implementation Plan is available in Adobe Flash format. Click to download the Flash plugin to your browser - opens a new browser window.

1. Click to view the Flash format Customer Service Strategy - opens a new browser window.

2. Click to view the Flash format Customer Service Strategy Implementation Plan - opens a new browser window.

PDF Version

The complete Customer Service Strategy 2013 documentation is available in Adobe PDF format. Click to download the Acrobat Reader plugin to your browser - opens a new browser window.

1. Click to view the PDF format Customer Service Strategy - opens a new browser window.

2. Click to view the PDF format Customer Service Strategy Implementation Plan - opens a new browser window.

Customer Service Strategy

Overview

At the City of Brantford we value our customers, both internally and externally. We are committed to providing customer service excellence while serving all customers in all aspects of our business.

Today, many organizations are faced with significant challenges in the area of customer service and service delivery for both internal and external customers. The constant change in demographics coupled with high customer expectations is making organizations rethink their customer service strategies.

In 2011 the City of Brantford began to assess the current state of customer service within the organization, to research leading practices, and to develop recommendations in order to provide the City with a strategy for becoming a leader in customer service excellence. As a result of the research conducted and recommendations presented, City Council committed financial resources to the ongoing development of this Customer Service Strategy, staff training and development and the implementation of a long-term customer-focused plan.

The Customer Service Strategy aligns our customer service commitment with our customer service vision, guiding principles, guidelines, resource allocation, and approved implementation plan. These will establish the Customer One Program as the customer service standard for the City of Brantford.


Vision and Guiding Principles

Click to view page "Snapshot of the Future - Vision and Guiding Principles"

The Strategy - What Will We Do and How Will We Do It

Click to view page "The Strategy - What Will We Do and How Will We Do It"

How Will We Measure Customer Service

Click to view page "How Will We Measure Customer Service - Governance and Resources"

Online Service Directory

Click to view "Online Service Directory"