SERVICE SUCCESS BEST PRACTICES
EXCEPTIONAL SERVICE CREATE POWERFUL CONNECTIONS
The power of service lies in the ability to consistently create connections with customers. Connections can be emotional, empathetic, and create an environment of support, which improves customer loyalty and engagement.
SHOW EMPATHY
Empathy shows that employees try to understand the customer’s point of view which makes the customer feel valued and appreciated, turning negative situations into positive experiences.
PURSUE SERVICE LOYALTY
Pursue the reconciliation of the relationship with the customer beyond the resolution of the issue or situation. Delivering exceptional customer service that surpasses expectations increases customer loyalty. OWN THE INTERACTION Employees should have ownership of the interaction and avoid passing customers off to other employees unless necessary. It is our goal to start, build, and sustain respectful relationships between customers and the department, and employees are the curators of those relationships.
BE CENTERED ON A COMMON PURPOSE
SEE PEOPLE NOT ISSUES The situation might not be the employee’s fault, but it is always an opportunity to provide the customer with respect, empathetic engagement, and exceptional service. There is a person behind every issue or situation, and it is our job to focus on the person and not just the problem. Service moments are centered on the mission of PRCS to “Connect All Communities through Exceptional People, Parks, and Programs.” Use your interactions to provide a sense of belonging and connection.
6
Powered by FlippingBook