CITY OF LAWRENCE, KANSAS
Customer Service Standards
Definition of Customer Service
The City of Lawrence will interact with the community in a professional, responsive, caring manner that meets or exceed the customer's expectations.  We will provide clear, direct communications, while striving to be a partner when responding to a request for service.
Telephone
Standards
l	Phone calls will be answered within 3 rings
l	Voicemail messages will be acknowledged within 24 hours
l	If a caller is placed on hold, the caller should be contacted again within 60 seconds
l	Phone calls will be answered according to Department Protocol which should include providing  the employee's department and first name
l	Department main telephone lines will be answered by a person
l	When taking a message, ask caller for pertinent info (Name, address, and phone and if a return call will be necessary)
How Tos
	Answer
l	Calls will be answered in a courteous manner (with a smile)
l	When answering calls for others, offer to transfer to voicemail, to park the call, or to take a message
l	Remain calm and professional at all times, particularly when customers are upset or angry
l	Listen closely (repeating what a caller says shows you are listening)
l	Try to make the caller feel comfortable - remember their name and use it
l	Speak clearly to make sure you are understood
l	If you say you will follow up with a customer, do so in a timely manner even if just to say you are still working on their request
	Transfer
l	If a transfer is required, callers will be informed of the department where their call is being sent, and a name and number of the person
l	If a transfer is required, the person making the transfer will remain on the line until the phone is answered to notify the recipient of the name and purpose of the call
	Message
l	When leaving a message for a caller, staff should leave their name, department, and phone number
l	Voice Mail greetings shall be kept up to date and contain at least the following information: Name Department When you will return to the office (in case of extended absence)
Personal Interaction (counter, facility, field)
Standards
l	Customers will be greeted promptly upon arrival unless part of a queue
l	Customers will receive accurate information
l	If approached, employees should offer a greeting and offer assistance
l	If the employee is otherwise engaged when customer approaches, an acknowledgement (such as eye contact) should be made indicating the employee knows the customer is present
l	Counters will be staffed during business hours or signage referring the customer to an alternative location will be posted
How Tos
l	Customers will be greeted in a courteous and polite manner and asked," how may I help you?"
l	If an individual appears to be looking for a particular location, employees should offer their assistance
l	Customers should be given full attention of the employee - don't interrupt
l	If a customer is at the wrong location, they will be provided with exact directions and a contact at the correct location
l	Customers will receive a receipt for every financial transaction with the City
l	Employees in the field will be able to provide the city information number or appropriate department in response to citizen inquires (employees should have card with number available)
l	Employees should be aware that body language is noticed and should reflect a willingness to help (smiling, nodding, leaning in, open posture, etc. can ease tension)
Correspondence (letters, emails, faxes)
Standards
l	A reply will be provided in a timely manner unless further study is required in which case an interim communication should be provided
l	Correspondence will be proofed for spelling, grammar, and punctuation and reviewed by appropriate staff prior to release
l	Correct names and titles will be used
l	City Stationary (letterhead, thank you notes, etc.) should be used
l	Envelopes/address labels should be typed, not hand written
How Tos
l	Correspondence will provide specific information in a courteous manner
l	Correspondence will be distributed to all appropriate individuals
l	Correspondence should acknowledge the receipt and/or source of the information being replied to if appropriate
l	Faxes should include the department and phone number of contact or sender