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PRCS Customer Service Handbook

This Customer Service Handbook is a guide and tool to help you improve your skills and deliver exceptional service to the community. In all customer service interactions, whether internal or external, there is a standard of empathy, awareness, and understanding that all employees are expected to uphold.

Loudoun County Department of Parks, Recreation and Community Services		1
PRCS CUSTOMER SERVICE		1
CONSISTENT. ACCOUNTABLE. RESPECTFUL. EMPATHETIC.		1
Handbook		1
COMMUNITIES		2
THROUGH		2
EXCEPTIONAL		2
PEOPLE		2
PARKS		2
TABLE OF CONTENTS		3
WELCOME TO YOUR PRCS CUSTOMER SERVICE HANDBOOK		4
Welcome to your new role with Loudoun County Parks, Recreation and Community Services (PRCS). Our vision is to make Loudoun the community of choice through outstanding experiences. You are an important part of those experiences and the impact we make on the community.		4
Your interactions with residents, visitors, and customers are key touchpoints that affect our connections with communities. Whether you serve full time or part time, in one of the centers, facilities, parks, the main office, or an offsite location, you represent PRCS.		4
This Customer Service Handbook is a guide and tool to help you improve your skills and deliver exceptional service to the community. In all customer service interactions, whether internal or external, there is a standard of empathy, awareness, and understanding that all employees are expected to uphold. The mission of PRCS is to connect all communities through exceptional people, parks, and programs. This includes connecting the divisions, sites, programs, and teams of PRCS with exceptional internal customer service. This handbook should be used as a reference and guide to set you up for success as a PRCS employee and an important part of the community.		4
“PEOPLE DON’T CARE HOW MUCH YOU KNOW, UNTIL THEY KNOW HOW MUCH YOU CARE”		4
SERVICE STANDARDS		5
Loudoun County Parks, Recreation and Community Services		5
WE ARE COMMITTED TO EXCEPTIONAL SERVICE AND EXPERIENCES		5
Exceptional Service Means We C.A.R.E.		5
We provide high quality service and continually seek improvement. We are responsible, accessible, knowledgeable, and honest. We are kind, inclusive, and courteous to all. We remain supportive, encouraging, and understanding of all.		5
CONSISTENT: ACCOUNTABLE: RESPECTFUL: EMPATHETIC:		5
WHO WE SERVE		5
HOW WE SERVE		5
SERVICE SUCCESS PLAN		5
SERVICE SUCCESS BEST PRACTICES		6
EXCEPTIONAL SERVICE		6
CREATE POWERFUL CONNECTIONS		6
SHOW EMPATHY		6
PURSUE SERVICE LOYALTY		6
OWN THE INTERACTION		6
BE CENTERED ON A COMMON PURPOSE		6
SEE PEOPLE NOT ISSUES		6
SERVICE SUCCESS BEST PRACTICES		7
EXCEPTIONAL EXPERIENCES		7
RESPOND QUICKLY		7
ACT ON CUSTOMER FEEDBACK		7
KEEP INFORMATION UPDATED		7
PROVIDE SUPPORT		7
DELIVER QUALITY SERVICE		7
EVALUATE CUSTOMER SERVICE		7
SERVICE SUCCESS BEST PRACTICES		8
CUSTOMER TOUCHPOINTS		8
Delivering exceptional service comes from a balance of accountability in processes, places, and people. Without it, exceptional service cannot be achieved. Touchpoints for PRCS include the various opportunities where customers engage with PRCS. When we put our best foot forward, we are empathetic to the customer’s needs and proactive about finding solutions to make their experiences exceptional.		8
SURPRISE AND DELIGHT AT ALL TOUCHPOINTS		8
Moments of surprise and delight come from employees who feel empowered to make a difference in the customer’s life. One of our goals in PRCS is to equip employees with the ability to go above and beyond in customer service and experience. We do not promise beyond our capacity, but we do commit to exceptional service by caring, owning issues, providing support, and facilitating progress.		8
SERVICE SUCCESS BEST PRACTICES		9
GOING ABOVE AND BEYOND		9
Examples of going above and beyond:		9
A CULTURE OF EMPATHY		9
“Empathy is feeling with people” - Brené Brown		9
SERVICE SUCCESS BEST PRACTICES		10
EXCEPTIONAL INTERNAL CUSTOMER SERVICE SUPPORT		10
BE SPECIFIC AND DEFINE ROLES OF TEAMS		10
BE CLEAR AND SET EXPECTATIONS		10
BE MINDFUL AND BUILD RELATIONSHIPS		10
BE SUPPORTIVE OF EMPLOYEE GOALS		10
SERVICE SUCCESS BEST PRACTICES		11
EXCEPTIONAL INTERNAL CUSTOMER SERVICE COMMUNICATION		11
BE ATTENTIVE AND COMMUNICATIVE		11
BE RESPONSIVE AND TRANSPARENT		11
BE OPEN AND SHARE INFORMATION		11
BE AN EXAMPLE OF A POSITIVE ATTITUDE		11
EXAMPLES OF INTERNAL DEPARTMENTAL SUPPORT TEAMS		11
Human Resources, Maintenance, Operations, Communications, Marketing and Programming are teams that maintain and support the internal functions of the Department, providing customer service to employees so external customer service is successful.		11
SERVICE SUCCESS BEST PRACTICES		12
SERVICE RECOVERY		12
Service recovery is the effort of an organization to go above and beyond to recover a relationship when a customer’s expectations are not, met typically after the customer experienced a perceived service failure.		12
Service recovery is an important part of that process because it defines the steps that an organization must take to recover from a service failure. Even on our best days we make mistakes, but this means we always have the opportunity to go above and beyond and make up for those errors.		12
Service success in service recovery means understanding and supporting the person behind each issue or situation. It is our responsibility to recognize the individual, listen to their whole situation, and help with the problem while encouraging the person.		12
Customers can become more frustrated by an organization’s inability to fix a problem than the problem itself. What makes a difference to customers is not just the resolution of the issue but the reconciliation of the relationship through the recovery process.		12
When a customer experiences a service failure and a successful service recovery experience, it reveals to the customer their value to the organization and can foster a stronger and more loyal relationship with the customer.		12
SERVICE RECOVERY PROCESS		12
Point of Service Failure		12
CUSTOMER LOYALTY GROWS		12
#1 Be patient		12
#2 Go the extra mile		12
#3 Keep a recovery mindset		12
#4 Prioritize speed of recovery		12
COMMUNICATION		13
CHANNELS OF COMMUNICATION		13
Expectations for Calls and Teams Messaging:		13
COMMUNICATION		14
NON-VERBAL COMMUNICATION		14
FIRST IMPRESSIONS		14
#1 SMILE!		14
Positive First Impressions:		14
Negative First Impressions:		14
COMMUNICATION		15
10 AND 5 HOSPITALITY RULE		15
FT		15
A customer within 10 feet of any employee should be greeted with non-verbal communication by either a wave or smile.		15
FT		15
A customer within 5 feet of any employee should be greeted with verbal greeting and a smile.		15
GREETINGS AND INTERACTIONS		15
Greetings should happen immediately, within 5-15 seconds.		15
If you are busy assisting a current customer, acknowledge any customer(s) waiting and mention you will be with them shortly.		15
Engage with neutral facial expressions and avoid using negative body language like crossed arms or pointing.		15
Maintain eye contact and give the customer your full attention.		15
Use a pleasant tone of voice while assisting with a helpful demeanor and smile. This gives the customer a sense of meaning and importance.		15
Listen calmly and actively, making sure to understand the full issue, then repeat what you heard to confirm the situation.		15
Offer to assist and guide them to the best fitting result.		15
Remember to thank them and always leave the opportunity for more communication.		15
TOP 10 PHRASES TO AVOID		15
To prevent a potentially frustrating or angry interaction with a customer, refrain from using these ten phrases in conversation.		15
It’s ok to pause and collect your thoughts instead of speaking with a negative tone or response. Be mindful of non-verbal cues too.		15
No.		15
I don’t know.		15
That’s not my job/division/department.		15
You’re right, that is bad.		15
Calm down.		15
I’m busy right now.		15
Call me back.		15
That’s not my fault.		15
You need to talk to my supervisor.		15
You want it by when?		15
COMMUNICATION		16
ANSWERING THE PHONE		16
Answer with an introduction and the name of the facility, site, or program you are with, so the customer knows they have reached their intended location or program.		16
Followed up with your name, this provides personalized communication.		16
Finish up the greeting by opening the opportunity for the customer to share.		16
Remember to , even over the phone, it makes the difference.		16
“this is__ (your name)__”		16
“How can I assist you today?”		16
SMILE		16
“Good morning/afternoon/evening, you have reached the ___(site/program)___”		16
TONE OF VOICE		16
Keys to effective phone conversations:		16
COMMUNICATION		17
PHONE ETIQUETTE		17
WHEN ANSWERING THE PHONE		17
TROUBLESHOOTING		17
Putting a Customer on Hold:		17
Taking a Message:		17
Transferring a Call:		17
Ending a Call:		17
COMMUNICATION		18
EMAIL ETIQUETTE AND EXPECTATIONS		18
COMMUNICATION		19
EMAIL ETIQUETTE AND EXPECTATIONS		19
COMMUNICATION		20
SENDING EMAILS		20
Send		20
To		20
Cc		20
Bcc		20
To: the primary recipient of the email		20
Carbon Copy: anyone who is not the direct recipient of an email and anyone who doesn’t need their contact information hidden		20
Blind Carbon Copy: direct and/or not direct recipients of an email, who need their email address hidden from all other recipients		20
Subject: information that captures the essence of the email		20
Carbon Copy “Cc” Cc is an “FYI,” there is no expected action required and the emails listed are viewable		20
Reasons for adding the recipient to carbon copy, where others can see their information		20
Anyone who needs to read the email but may not necessarily respond or need to respond.		20
A new person who needs to be introduced or would find the information useful but is not the focused recipient of the email.		20
A large group of people who are working on the same project and all have equal opportunity to share feedback and input.		20
Bonus Tip: When you cc someone, you do not need to address them in the email greeting.		20
Blind Carbon Copy “Bcc” Bcc is a discreet “FYI,” there is no expected action required and the emails listed are hidden		20
Reasons for adding the recipient to blind carbon copy, where other’s cannot see their information		20
To reduce lengthy email threads: If you’re sending a mass email or want to avoid a bunch of replies, putting everyone in the bcc field avoids both annoyances.		20
To send a mass message: Whether you’re sending an email to your program, site, participants, or staff, putting everyone in the bcc field will allow each recipient to be able to reply without impacting others.		20
For privacy purposes: If you want to conceal someone’s contact information, or you don’t want recipients to know that you’ve shared the email with someone else, you can use the bcc field.		20
Bonus Tip: Bcc emails can be forwarded and are not confidential		20
Subject		20
Write brief subject lines, providing the recipient with details so they can immediately know what the email is about, know it’s importance, and respond appropriately. A good subject line also allows for quick and helpful searches.		20
Good Example: “Job Fair Today at 2pm” Bad Example: “Jobs”		20
COMMUNICATION		21
RESPONDING TO EMAILS		21
When you want to signal that you received the email if there is no specific follow-up needed.		21
Be mindful that actions, like thumbs up, mean different things amongst various cultures and could be offensive.		21
Reply		21
When there is a specific recipient that you need to reply to, even if the email was sent to a group of people. When in doubt, use reply.		21
Reply All		21
When your response will impact at least 50% of the people in the email thread.		21
When others on the email thread will be confused if they don’t see your response, or you think others in the email thread might have the same question you are asking.		21
Ask yourself: Does more than one person need to know the email was responded to?		21
When the sender specifically solicits feedback from everyone in the email thread.		21
If these don’t apply... use Reply!		21
Forward		21
When you want to send an email to new recipients, copying them on the information that was sent to you. Make sure to include attachments originally sent for accurate information sharing.		21
Email Attachments		21
Make sure all email attachments have detailed and specific document names so that they are easy to search for within your inbox.		21
Describe all email attachments within the body of the email. This allows for the recipient to know what they are receiving before they open it and helps them understand the purpose of the attachments.		21
Attachment Name Good Example: “Report of CS101 attendees 1.1.2025” Bad Example: “Report”		21
Bonus Tip: When you write in your email that something is attached, it typically prompts Microsoft Outlook to have a pop-up show if you go to send the email without the attachment included.		21
Emails Addressed to Department Director:		21
If you receive an email that also is addressed to the PRCS Director		21
Wait before responding.		21
Make sure they are aware before responding.		21
Do not email back on behalf of the Director unless directed to.		21
COMMUNICATION		22
MANAGING CUSTOMERS AND DE-ESCALATION		22
DE-ESCALATION		22
TIPS FOR DE-ESCALATION		22
PHRASES FOR DE-ESCALATION		22
COMMUNICATION		23
RESPONDING TO PERCEIVED THREATS		23
From time to time, you may encounter a customer who is agitated or extremely angry. The overlying principle in such situations is to use your best judgement, and if necessary, respond in the following manner per the County employee handbook.		23
Addressing Verbally Threatening Interactions (but not physically threatening):		23
Responding to Physically Threatening Interactions:		23
Disruptive Behaviors and Facility Bans		23
Camera Use in Facilities		23
DIVERSITY, EQUITY, INCLUSION, AND ACCESSIBILITY		24
PRCS EQUITY STATEMENT		24
We promote diversity, equity, inclusion, and accessibility to remove barriers and create a welcoming environment that celebrates uniqueness and collaboration.		24
DIVERSITY, EQUITY, INCLUSION, AND ACCESSIBILITY		25
SERVICE FOR ALL ABILITIES		25
DO:		25
General Interactions		25
Person First vs Identity First Language		25
Service Animals		25
Interacting with Caregivers and Interpreters		25
DO NOT:		25
PROFESSIONAL GUIDELINES		26
SIGNATURES AND PICTURES		26
OUT OF OFFICE MESSAGE		26
Setting up appropriate professional email signatures and account profiles		26
ACCOUNT PICTURES		26
NEW AND OUTGOING EMAILS		26
REPLY EMAILS		26
Email signature setup instructions can be found on CoCo.		26
Setting up proper out-of-office messages on Outlook Email & Teams		26
Microsoft Teams status		26
MICROSOFT CALENDAR		26
Setting up and updating your Microsoft Outlook and Teams Calendar		26
PROFESSIONAL GUIDELINES		27
VOICEMAILS		27
PERSONAL COMMUNICATIONS		27
UNIFORMS AND BADGES		27
Teams Phones and County Cell Phones		27
Site and Program Phones		27
Employees are expected to demonstrate professionalism in all interactions with other employees, government workers, vendors, and the public.		27
Employees are expected to follow the PRCS Uniform and Dress Code Guidelines.		27
Uniform guidelines specific to Facility Attendants and Customer Service Assistants		27
VISION, MISSION, AND EQUITY STATEMENT		28
VISION		28
MISSION		28
EQUITY		28
STATEMENT		28
VALUES		28
EXCELLENCE		28
COLLABORATION		28
INTEGRITY		28
INNOVATION		28
RESILIENCE		28
ORGANIZATIONAL OVERVIEW		29
LOUDOUN COUNTY GOVERNMENT		29
PARKS, RECREATION AND COMMUNITY SERVICES		29
COUNTY ADMINISTRATOR		29
LOUDOUN COUNTY RESIDENTS		29
BOARD OF SUPERVISORS		29
PARKS, RECREATION, AND CULTURE		29
DEPT. PARKS, RECREATION AND COMMUNITY SERVICES		29
Director of PRCS		29
Deputy Director of PRCS		29
Executive Assistant		29
Assistant Director Departmental Support and Operations		29
Assistant Director Maintenance, Sports and Events, Parks		29
Assistant Director Centers		29
Assistant Director Community Services		29
Communications Manager		29
Division Manager Community Centers		29
Division Manager Maintenance		29
Division Manager Operations		29
Chief Park Planner		29
Division Manager Area Agency on Aging		29
Division Manager Parks		29
Division Manager Recreation Centers		29
Project Management Specialist		29
Division Manager Programs and Marketing		29
Division Manager Children’s Programs		29
Division Manager Sports and Events		29
Division Manager Senior Centers		29
Program Manager Human Resources		29
PRCS FUNCTIONS AND DIVISIONS OVERVIEW		30
CENTERS FUNCTION		30
Community Centers		30
Recreation and Aquatic Centers		30
Senior Centers		30
COMMUNITY SERVICES		30
Area Agency on Aging		30
Children’s Programs		30
PRCS FUNCTIONS AND DIVISIONS OVERVIEW		31
PARKS, SPORTS AND EVENTS, AND MAINTENANCE		31
Parks		31
Sports and Special Events		31
Maintenance		31
DEPARTMENTAL SUPPORT AND OPERATIONS		31
Human Resources		31
Operations		31
Programs and Marketing		31
DEPARTMENT WIDE		31
Communications		31
Project Management		31
Park Planning		31
Appendix		32
Parks, Recreation and Community Services Policies and Procedures		32
ADA Self Evaluation and Transition Plan		32
FAC-01 Definition of Facility Users		32
FAC- 15 PRCS Facility Rules and Staff Responsibilities		32
FAC-30 Camera Use in Facilities and Public Spaces		32
FEES-14 Refund Policy		32
HR Addendum 1- Dress Code and Uniform Guidelines		32
HR Addendum 2- Employee Code of Ethics		32
HR-11 Employee Uniforms		32
HR-24 Personal Business		32
HR-23 Professionalism and Personal Appearance of Employees		32
P&M-02 Customer Service		32
P&M-4 Compliance with Americans with Disabilities Act		32
P&M-13 Staff Use of Social Media		32
P&M-13A Moderating Social Media Comments		32
PRCS General Code of Conduct		32
PRCS CoCo Resource Center		32
PRCS Service Success Community		32
PRCS Customer Service Information and Resources		32
Loudoun County Government Policies		32
ADA-02 Reasonable Accommodations		32
PRCS Updated Brand Standards		32
Internal Use Only- Key Dates Calendar		32
Hours for Centers		32
Others		32
Videos		33
Simon Sinek Video, the Service in Customer Service		33
Brené Brown Video, Empathy		33
Contact the Customer Service Team		33
Sources for Standards and Best Practices from:		33

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