TABLE OF CONTENTS
PRCS Service Standards.................................................................................................. Welcome ............................................................................................................................
4 5
Service Success Best Practices
6 7 8 9
E. Internal Customer Service Support............................................................. A. Exceptional Service........................................................................................ B. Exceptional Experiences............................................................................... C. Customer Touchpoints.................................................................................. D. Going Above and Beyond............................................................................. G. Service Recovery ......................................................................................... F. Internal Customer Service Communication ............................................
10 11 12 13 14 15 16 17
Communication
A. Channels of Communication ..................................................................... B. Non-Verbal and First Impressions ........................................................... C. Greetings and Interactions ........................................................................ D. Answering Phones and Tone of Voice .................................................... E. Phone Etiquette ............................................................................................
F. Email Etiquette and Expectations ............................................................. 18 G. Sending and Responding to Emails .......................................................... 20
22 23
I. Responding to Perceived Threats .............................................................. H. De-Escalation ................................................................................................
Diversity, Equity, Inclusion, and Accessibility
24 25
A. Equity and Diversity .................................................................................... B. Service for All Abilities ...............................................................................
Professional Guidelines
26 27
A. Microsoft Outlook Email and Calendar ................................................... B. Phones, Voicemail, and Uniforms .............................................................
PRCS Vision, Mission, Equity Statement, and Values ............................................. 28
29
Loudoun County Government and Departmental Organizational Overview ....
PRCS Functions and Divisional Overview
30 31 32
3 Appendix and Key Dates Calendar............................................................................... A. Centers and Community Services ............................................................. B. Sports and Events, Maintenance, Parks, and Department Support....
Powered by FlippingBook