Official City of Brantford eServices Portal

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.

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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.

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People

The key component to any organization is people. Excellent customer service can only be delivered by well-trained and supported staff members who exemplify a customer-centred service culture. Getting the right people and providing the right training is perhaps one of the biggest determining factors of how successful an organization is when it comes to the delivery of quality customer service. An organization must rely on its staff to deliver service results. Quality customer service is achieved primarily through having well-trained, responsive, accountable and professional staff that ensure a consistent approach to service delivery.

We will…

  • Commit to making customer service training and development a high priority
  • Develop a customized customer service training program that includes information on the vision, guiding principles, guidelines, resources, tools and technologies used to provide efficient and effective delivery of customer service at the City of Brantford
  • Invest in training and development to ensure that staff at all levels have the appropriate and relevant skills and training to deliver excellent customer service to both internal and external customers. This program will be offered to existing staff and become a requirement for new employees to ensure consistency of customer service delivery
  • Ensure that ‘customer focus’ and customer service competency are a central component of performance development plans and the performance management system throughout the entire organization
  • Recognize employees for their contribution to customer service excellence through the development of a fair, effective employee recognition program
  • Seek staff input on service improvement areas on a regular basis and modify practices or processes as required
  • Explore how customer service awareness can be further integrated into the hiring process
  • Ensure access and awareness of communication tools to enhance customer service standards and practices