PRCS Customer Service Handbook

Table of Contents

PRCS Service Standards ----------------------------------------------------------------------------------- 5 Welcome ------------------------------------------------------------------------------------------------------ 4

Service Success Best Practices

Appendix and Resources -------------------------------------------------------------------------------- 33 Loudoun County Government and Departmental Overview ------------------------------ 32 PRCS Functions and Divisional Overview -------------------------------------------------------- 30 Professional Guidelines ---------------------------------------------------------------------------------- 28 Diversity, Equity, Inclusion, and Accessibility --------------------------------------------------- 26 Evaluations and Surveys -------------------------------------------------------------------------------- 24 Signage Standards ------------------------------------------------------------------------------------------ 25 Channels of Communication -------------------------------------------------------------------- 13 Non-Verbal and Effective Communication ------------------------------------------------ 14 Tone of Voice and Impressions ----------------------------------------------------------------- 15 Greetings and Interactions ----------------------------------------------------------------------- 16 Phone Etiquette -------------------------------------------------------------------------------------- 17 De-Escalation and Response --------------------------------------------------------------------- 22 Email Etiquette and Expectations -------------------------------------------------------------- 18 Sending and Responding to Emails ------------------------------------------------------------ 20 Internal Support and Communication ------------------------------------------------------- 10 Service Recovery ------------------------------------------------------------------------------------ 12 Exceptional Service and Experiences ----------------------------------------------------------- 6 Touchpoints and Service Connections --------------------------------------------------------- 8 Going Above and Beyond -------------------------------------------------------------------------- 9 Communication and Connection

Internal Use Only- Key Dates Calendar

Hours for Centers

Others

Recreation & Aquatic Centers Community Centers Senior Centers Adult Day Centers Nature and Visitor Centers Park Offices

Seasonal Activity Registrations Preschool, Camps & After-School Registrations LCPS/CASA/Preschool Website post date- Activity Guides PRCS Signature Events