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Customer Service Program
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
Contact Us
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Tracie Riggs
County Administrator
Staff Directory
2 S. Green St.
Sonora, CA 95370
Ph: 209-533-5511
Fx: 209-533-5510
Hours
Monday - Friday
8 a.m. - 5 p.m.
Call ahead to ensure availability