Customer Care Initiative Strategic Framework
Charles County Government is using the "Strategic Framework" model to guide its customer service initiative. The framework recognizes three vital parts for building a more customer-centered County:
- Appropriate Customer Service Skills for all employees
- Rewards and Recognition programs and initiatives for all employees
- A variety of Customer Feedback mechanisms
The County began its customer service initiative in 1997 by offering baseline, Level I Customer Service training to employees in front-line customer service positions. Since that time, new employees and newly identified front-line staff positions have also been trained. Modified customer service presentations were delivered to Public Facilities, Utilities, and Roads employees. The county offers customer service training programs on an ongoing basis.
Currently, a "Customer Service" new hire presentation is delivered to all new-hire employees.
The County has identified several part-time staff and contract staff who might benefit from a customer service training or orientation. The county also offers customer service training to these employees. In 2005 the county developed an internal customer service program that all county employees are required to attend. Employees attend this program to learn how to provide premier service to their co-workers.
The County will offer Customer Service training ongoing. To determine the Customer Service training schedule, refer to the County's training catalogue.
The primary goal of the Rewards & Recognition initiative is to foster a culture of employee recognition and to acknowledge the efforts of those employees who strive for excellence in customer care.
The County recognizes the importance of gathering customer feedback about our products, policies, and services. Many departments have completed internal and external surveys and have obtained valuable feedback from customers.
While traditional surveys can serve to provide valuable customer feedback, the County is searching for innovative ways to accomplish this, including Web-based feedback, the use of Kiosks, and point-of-service interviews.
