Customer Service Program


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Tuolumne County CARES about how we treat our Customers

 

Providing “Gold Standard” Customer Services

Our Exceptional Customer Service Training Program includes:

  • Keys to Exceptional Customer Services
    • Customer Focused: Attentive-Helpful- Considerate-Devoted
    • Exceed Expectations: Solution-Oriented-Resourceful
    • Teamwork: Customer Advocate-Inter-Departmental-Cooperation-Consistent
    • Friendly: Approachable-Courteous-Positive Attitude
    • Professional: Knowledgeable-Respectful-Accurate-Honest-Reliable-Discreet
    • Effective Communication: Active Listener-Thorough Response-Timely Follow-up
    • Provides Fair Treatment to All: Reasonable-Impartial-Open Minded
  • Setting Expectations of Providing Exceptional Customer Service
  • Delivery of Gold Standard Service
  • Dealing with Difficult Situations and Hostile Customers
  • Employee Rights
  • Performance Improvement and Measuring Success

Tuolumne County Citizen Focus Groups provided the following list of what they would like to see from County Employees when providing customer service:
• Understand your audience
• Return phone calls promptly
• Be consistent
• Take pride in your job
• Don’t be afraid to think outside the box
• Be pleasant, helpful, knowledgeable and available
• Be fair and equitable
• Be responsive
• Have empathy
• Take the time to understand what the customer needs
• Be accountable
• Recommend alternatives
• Have an attitude of “How can we make this work”
• It’s okay to say “I don’t know but I’ll find out” and then follow up
• Take the time to provide explanations
• Be a good communicator
• Be respectful 
• End encounter with “Have I answered all your questions?”

All new employees are required to attend a training session where they learn important Customer Service values.  Employees are encouraged to provide above and beyond customer service – “Gold Standard Service” – whenever working with internal and external customers.
Tuolumne County has done a lot to improve our customer service.  See what we have been doing. Customer Service Improvement Plan

How are we doing?



If you have experience with a Tuolumne County employee/s who provided you excellent customer service, please tell us about it!  Customer Service Feedback