i Table of contents 32

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.

Customer Service		1
Handbook		1
Consistent. Accountable. Respectful. Empathetic.		1
Vision, Mission, & Equity Statements		2
VISION		2
MISSION		2
EQUITY		2
Values of PRCS		2
EXCELLENCE		2
COLLABORATION		2
INTEGRITY		2
INNOVATION		2
RESILIENCE		2
Table of Contents		3
Welcome ------------------------------------------------------------------------------------------------------ 4		3
PRCS Service Standards ----------------------------------------------------------------------------------- 5		3
Service Success Best Practices		3
Exceptional Service and Experiences ----------------------------------------------------------- 6		3
Touchpoints and Service Connections --------------------------------------------------------- 8		3
Going Above and Beyond -------------------------------------------------------------------------- 9		3
Internal Support and Communication ------------------------------------------------------- 10		3
Service Recovery ------------------------------------------------------------------------------------ 12		3
Communication and Connection		3
Channels of Communication -------------------------------------------------------------------- 13		3
Non-Verbal and Effective Communication ------------------------------------------------ 14		3
Tone of Voice and Impressions ----------------------------------------------------------------- 15		3
Greetings and Interactions ----------------------------------------------------------------------- 16		3
Phone Etiquette -------------------------------------------------------------------------------------- 17		3
Email Etiquette and Expectations -------------------------------------------------------------- 18		3
Sending and Responding to Emails ------------------------------------------------------------ 20		3
De-Escalation and Response --------------------------------------------------------------------- 22		3
Evaluations and Surveys -------------------------------------------------------------------------------- 24		3
Signage Standards ------------------------------------------------------------------------------------------ 25		3
Diversity, Equity, Inclusion, and Accessibility --------------------------------------------------- 26		3
Professional Guidelines ---------------------------------------------------------------------------------- 28		3
PRCS Functions and Divisional Overview -------------------------------------------------------- 30		3
Loudoun County Government and Departmental Overview ------------------------------ 32		3
Appendix and Resources -------------------------------------------------------------------------------- 33		3
Internal Use Only- Key Dates Calendar		3
Welcome to your PRCS		4
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.		4
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,		4
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
Consistent:		5
Accountable:		5
Respectful:		5
Empathetic:		5
We provide high quality service and continually seek improvement.		5
We are responsible, accessible, knowledgeable, and honest.		5
We are kind, inclusive, and courteous to all.		5
We remain supportive, encouraging, and understanding of all.		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
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 beyond expectations in customer service and experience.		8
We do not promise beyond our capacity, but we do commit to exceptional service by caring, owning issues, providing support, facilitating progress, and going beyond what’s comfortable.		8
Service Success Best Practices		9
Going Above and Beyond		9
Examples of going above and beyond:		9
A Culture of Empathy		9
Service Success Best Practices		10
Exceptional Internal 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 Communication		11
Be Attentive and Communicate		11
Be Responsive and Transparent		11
Be Open and Share Information		11
Be an Example of a Positive Attitude		11
Examples of Interal Support Teams		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		12
Service Failure		12
CUSTOMER LOYALTY GROWS		12
Understand and Fix		12
Take Ownership		12
Apologize		12
Be patient		12
Go the extra mile		12
Keep a recovery mindset		12
Follow Up		12
Offer Something		12
Prioritize speed of recovery		12
Communication and Connection		13
Channels of Communication		13
Face-to-Face		13
Phone		13
Email		13
Mail		13
Social Media		13
Video Calls and Messaging		13
Video trainings, conference calls, and meetings allow employees from different locations, or those working offsite, to be able to connect and collaborate.		13
Expectations for Calls and Teams Messaging:		13
Communication and Connection		14
Non-Verbal Communication		14
Smiling		14
Eye-Contact		14
Appearance		14
Greeting		14
Attentiveness		14
Hand Gestures		14
Personal Space		14
Posture		14
Observation		14
Effective Communication		14
Clear		14
easily understood		14
Concise		14
shortest possible way		14
Considerate		14
emphasizes awareness of others		14
Complete		14
all necessary information is provided		14
Correct		14
provides accurate details & expectations		14
Communication and Connection		15
Tone of Voice		15
Keys to effective phone conversations:		15
First Impressions		15
#1 SMILE!		15
Positive First Impressions:		15
Negative First Impressions:		15
Top 10 Phrases to Avoid		15
Communication and Connection		16
Greetings and Interactions		16
Step One		16
Step Two		16
Step Three		16
Step Four		16
Step Five		16
10ft-5ft Hospitality Rule		16
A customer within 10 feet of any employee should be greeted with non-verbal communication by either a wave or smile.		16
ft		16
A customer within 5 feet of any employee should be greeted with verbal greeting and a smile.		16
ft		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
Communication and Connection		17
Phone Etiquette		17
When Answering the Phone		17
Troubleshooting		17
Putting a Customer on Hold:		17
Transferring a Call:		17
Taking a Message:		17
Ending a Call:		17
Communication and Connection		18
Email Etiquette and Expectations		18
Write Brief Subject Lines with Details		18
Include a Professional Greeting and Sign-off		18
Proofread, Proofread, Proofread		18
Check Names, Details and Dates		18
Be Concise and Comprehensive		18
Write to Your Audience		18
Set Clear Expectations and Next Steps		18
Communication and Connection		19
Email Etiquette and Expectations		19
Decide on Appropriate Email Formats		19
Update Email Threads		19
Describe Any Email Attachments		19
Don’t Hesitate to Write and Wait		19
Use Bcc & Cc Appropriately		19
Reply-All Only When Necessary		19
Do Not “Copy Up”		19
Use Your Out of Office Message		19
Communication and Connection		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”		20
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”		20
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”		20
Bad Example: “Jobs”		20
Communication and Connection		21
Responding to Emails		21
Reply		21
Reply All		21
Forward		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
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
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
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
Bonus Tip: When you write in your email that something is attached, it typically prompts Microsoft Outlook to show a pop-up if you try to send the email without the attachment included.		21
Attachment Name		21
Good Example:		21
“Report of CS101 attendees 1.1.2025”		21
Bad Example:		21
“Report”		21
Emails Addressed to		21
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 and Connection		22
Managing Customers and De-Escalation		22
De-Escalation		22
When and why does a situation need to be de-escalated?		22
Tips for De-Escalation		22
Phrases for De-Escalation		22
Communication and Connection		23
Responding to Perceived Threats		23
Addressing Verbally Threatening Interactions		23
(but not physically threatening):		23
Responding to Physically		23
Threatening Interactions:		23
Disruptive Behaviors and Facility Bans		23
Camera Use in Facilities		23
Evaluations & Surveys		24
Evaluations and Surveys		24
Current PRCS Evaluations:		24
Program Evaluations		24
department wide		24
site specific		24
Summer Camps Evaluations		24
PRCS Event Evaluations		24
PRCS Rental Evaluations		24
Senior Center Annual Membership Evaluation		24
Volunteer Services Annual Evaluation		24
Early Childhood Services Annual Evaluation		24
After-School Programs Annual Evaluation		24
Recreation and Community Center Annual Membership Evaluation		24
Survey: a method to collect information from a targeted group of people about their experiences and preferences.		24
Evaluation: a process that assesses the value or effectiveness of a program or procedure.		24
In PRCS we utilize surveys to gather information for our evaluations of our programs, events, centers and rentals. Surveys are not the only tool to gather feedback about an experience but it’s important to have consistency when creating evaluations across the department.		24
Things to plan and process through if it is deemed necessary to create and implement a new evaluation:		24
Why		24
What		24
What is the purpose or intent of the evaluation?		24
What expectations do you have for what you will do with the results?		24
What is the timeline for this evaluation process?		24
How		24
How will you create the survey (tool)?		24
How will you distribute the survey to the recipients?		24
How often will the evaluation be sent?		24
Who		24
Who are you targeting to receive the evaluation (participant criteria) and how will you get their information to contact them?		24
Who will be the point of contact and send the evaluation out (manager, programmer, coordinator, etc)?		24
When		24
When will the survey be distributed (timing in program)?		24
When will it be open and closed (length of response open window)?		24
Where		24
Where will the information and data collected make a difference (performance measures, program objectives, etc)?		24
Facility Signage		25
Signage		25
Printables		25
Templates		25
Regulatory		25
Diversity, Equity, Inclusion and Accessibility		26
PRCS Equity Statement		26
We promote diversity, equity, inclusion, and accessibility to remove barriers and create a welcoming environment that celebrates uniqueness and collaboration.		26
Diversity, Equity, Inclusion, and Accessibility in Loudoun County Government		26
Employees shall not discriminate against any person based on race, color, religion, sex, national origin, age, disability, political affiliation, sexual orientation, gender identity, or other non-merit factors.		26
Employees are expected to seek equitable solutions, value the inclusion of others with different backgrounds and perspectives, and work to remove barriers to create a welcoming and engaging environment that celebrates uniqueness and collaboration.		26
Employees shall immediately notify a supervisor and a member of the PRCS Human Resources Division of any incident experienced, observed, or reported.		26
Resources for Language Accessibility		26
Loudoun County departments and personnel will take reasonable steps to provide timely and meaningful access to translation services to persons with limited English proficiency. There are many tools and resources available including:		26
Language Translation Services		26
Accommodations for Braille		26
Interpretation Services for phone and in-person conversations		26
Calls through Virginia Relay (711) and closed captioning options		26
Google Translate access on loudoun.gov and PRCS Connect		26
Video Remote Interpreting for American Sign Language		26
Reasonable Accommodations		26
Loudoun County Government makes every effort to ensure its programs and services are accessible. Customers have a right to request a reasonable accommodation to access services, and can email prcsaccess@loudoun.gov for information.		26
Workplace accommodations are reasonable accommodations to any change in the work environment (or in the way things are usually done) to help a person with a disability apply for a job, perform the duties of a job, or enjoy the benefits and privileges of employment. County employees may request accommodations per guidelines given by the ADA-02 Reasonable Accommodations Policy, to Human Resources.		26
Diversity, Equity, Inclusion and Accessibility		27
Service for All Abilities		27
Do		27
General Interactions		27
Person First vs Identity First Language		27
Service Animals		27
Interacting with Caregivers and Interpreters		27
Do Not:		27
Professional Guidelines		28
Out of Office Messages		28
A proper email away message:		28
Appropriate times to set up an away message:		28
Microsoft Teams status		28
Microsoft Calendar		28
Voicemails		28
Site and Program Phones		28
Teams Phones and County Cell Phones		28
Professional Guidelines		29
Signatures and Account Profile Photos		29
New and outgoing emails		29
Loudoun County		29
Parks, Recreation & Community Services (PRCS)		29
Facebook | Instagram | X | loudoun.gov/PRCS		29
Account pictures		29
Reply emails		29
C 123-456-7890 D 123-456-7890		29
Email signature setup instructions		29
can be found on CoCo.		29
Personal Communications		29
Employees are expected to demonstrate professionalism in all interactions with other employees, government workers, vendors, and the public.		29
Uniforms and Badges		29
Employees are expected to follow the PRCS Uniform and Dress Code Guidelines.		29
Uniform guidelines specific to Facility Attendants and Customer Service Assistants		29
PRCS Functions & 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
Volunteer Services		30
Children’s Programs		30
PRCS Functions & 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
Organizational Overview		32
Loudoun County Government		32
PARKS, RECREATION, AND CULTURE		32
Parks, Recreation and Community Services		32
Director of PRCS		32
Deputy Director of PRCS		32
Assistant Director Departmental Support		32
and Operations		32
Executive Assistant		32
Assistant Director Centers		32
Assistant Director Community Services		32
Assistant Director Maintenance, Sports		32
and Events, Parks		32
Division Manager Community Centers		32
Communications Manager		32
Division Manager Operations		32
Division Manager Maintenance		32
Division Manager		32
Area Agency on Aging		32
Chief Park Planner		32
Division Manager Programs and Marketing		32
Division Manager Recreation Centers		32
Division Manager		32
Parks		32
Division Manager Children’s Programs		32
Project Management Specialist		32
Program Manager		32
Human Resources		32
Division Manager Sports and Events		32
Program Manager Volunteer Services		32
Division Manager Senior Centers		32
Appendix		33
Parks, Recreation and Community Services Policies and Procedures		33
Resources		33
Simon Sinek, the Service in Customer Service		33
Brené Brown Video, Empathy		33
Sources for Standards and Best Practices from:		33
Contact Information		33
Emma Charles, Customer Service Coordinator		33
Emma.Charles@loudoun.gov		33
prcs-support@loudoun.gov		33
Abby Kimble, Division Manager, Programs and Marketing		33
Abby.Kimble@loudoun.gov		33

www.loudoun.gov

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