County reminding its employees to care for customers

October 02, 2002|by STACEY DANZUSO

CHAMBERSBURG, Pa. - Franklin County employees will get a lesson in etiquette next week as part of a weeklong initiative to improve customer service.

In conjunction with National Customer Service Week Oct. 7 to 11, Franklin County plans to remind its employees what good customer service is. Employees can attend one of nine sessions on face-to-face, phone and writing etiquette.

To jump-start the effort, the Franklin County commissioners approved a proclamation Tuesday dedicating next week to customer service.

"I think it sounds terrific," Commissioner G. Warren Elliott said. "Everyone has customers. We're not always going to agree on everything, but we can have decorum."


Jean Byers, deputy chief clerk, Nipa Browder, personnel officer, and Michele Sanders, quality assurance training coordinator for the 911 center, organized the sessions.

Browder said she will talk about how important a first impression is, while Sanders said she will talk to employees about how to handle difficult callers.

"I'll talk about calls they might encounter from angry people to ones with speech impediments to foreign languages," she said.

Byers said she will give a quick brush-up on everything from writing a gender-neutral business letter to e-mail and fax etiquette.

"That is one area I had never been trained on," she said.

Browder said the goal is to make employees more aware of their actions.

"Sometimes people do things without thinking about it," she said.

The "Caring for Customer" events are a follow-up to surveys the county began sending out last year to evaluate the service provided by the county.

Though all of the surveys have not been compiled, County Administrator John Hart said for the most part the feedback has been positive.

"The surveys say we do a good job," he said.

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