Division of Finance Customer Service Principles
Our customers expect excellent service at every point of contact. In order to provide excellent customer service, the following principles are developed as a guide to how employees in the Division of Finance will treat our customers. Incorporating them into the operations of the Division through departmental customer service standards is another step toward achieving Service Excellence.
YOU are the Division of Finance
- Treat every customer the way you expect to be treated
- Project a professional image and positive attitude
- Strive to make each customer contact positive
- Know your job and your role within the Division, so you can help customers solve problems
- Have a working knowledge of the programs and services of the Division, so you can help customers better
Be Reliable
- Honor your commitments
- Provide what was promised, on time
- Quality matters
Be Responsive
- Exceed your customer's expectations
- Help your customers promptly and courteously
- Follow up to ensure the customer is satisfied
Be Accountable
- Accept personal responsibility for your customer's satisfaction
- Focus on solving problems
- Never make excuses or blame others for a problem
- If you don't know the answer, say that and promise to get back to your customer (then do it)
Communicate with Your Customers
- Really listen to your customers and show that you care
- Ask questions and encourage feedback
- Offer options for solving problems
- Communicate project status or changes to customers regularly
March 3, 2009