Securing Our Future - Happy Valley-Goose Bay

25 | P a g eStrategic Actions: Undertake a complete and thorough review of alltown services, programs, and operations currentlyoffered Attain information aboutrequests, procedures, responseprotocols, current benchmarks,and customer follow upCustomerservice is not adepartment –it’s an attitude.Identify service areas thatcould/should be addedDetermine most common areas ofcomplaint in various service areasand client relationsEngage staff in assessing andimproving service levelsDevelop means to streamline and improve servicesand service response times in all areas of operationsDevelop a simple “service survey” for immediatefeedback to clients and customersCreate a marketing scheme (in conjunction with PRprofessionals) to create awareness and develop a newservice brand for Happy Valley-Goose Bay (eq.People First; We Make It Easy; Here to Help)Provide training and support in the areas of customerservice to all front line staff, senior managers, andservice providersEnsure there are tangible signs of a new approach andattitude across the entire organization (change frontcounter; provide comfortable waiting areas;welcoming environment; coffee; well trainedprofessionals)Monitor progress and explore areas for continuedimprovementReward employees and recognize and highlight goodservice