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CUSTOMER CARE STANDARDS

IN MORENO VALLEY, WE PROVIDE EXCEPTIONAL CUSTOMER CARE BY…

Providing same day response Resolving an issue or completing a request is seldom accomplished in
just a day, but striving to acknowledge the request the day it is received provides “same day response” and
exemplary service.

Knowing first impressions matter Our professionalism is judged based on appearance, attitude, manners,
knowledge, and abilities. It is a package; we risk making a bad impression if we fail on even one count.

Ensuring a positive experience A negative attitude affects service quality and morale. We resolve to
stay positive because we know our approach dramatically affects our customers’ and coworkers’ experience.

Asking and listening We never assume to know what our customers need. Good questions evoke good
answers, but only if we listen. Resolving to not interrupt, we exercise patience and we pay attention.

Connecting We make eye contact, smile, and acknowledge every customer. When speaking to a customer,
we address them by name using formal address (e.g, Mr. or Ms.), and let them decide if we’re on a first name
basis.

Respecting our customers’ concerns To some, government can seem like a complex bureaucracy. We
put a human face on the customer’s dealings with our City. We work to put our customers at ease and to earn
their trust.

Treating customers like they have a choice Customers of government agencies often do not choose
to do business with us, they have to. We meet this challenge by providing exceptional service.

Remembering who we work for It may not always be possible to say “yes” but our customers and co-
workers must know that we have done our best to help them accomplish their goal.

Knowing our business To provide accurate information, we must know our jobs and have a thorough
understanding of agency processes. Providing accurate information is critical; to do so, we work with staff,
consult supervisors, conduct research, and keep up-to-date with industry best practices.
Understanding the difference between fast and efficient service We use knowledge, skills, and
resources to respect our customers’ time, but we never rush – it is impolite and it dramatically impacts the
relationship and the outcome.

Questioning the status quo We do not do things the same old way just because that is “how we’ve always
done it.” We were hired to use our experience and skills to improve public service – and we take the process
improvement challenge to heart.

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