Burleson CARES Newsletter

C I T I Z E N S - A P P R E C I AT E - R E M A R K A B L E & E XC E L L E N T - S E R V I C E

BURLESON

C.A.R.E.S.

BURLESON UNIVERSITY & LYNDA.COM Burleson University is pleased to offer online customer service courses through Lynda.com. Courses include Innovative Customer Service Techniques, Managing a Customer Service Team, Working with Upset Customers, How to Serve Customers Using Social Media, and many more. Completion certificates from these courses can be emailed to your manager and automatically attached to your Linkedin profile. All courses are free with your Burleson library card (PIN is last 4 digits of your card number). Library cards are available FREE to all city employees, and can be applied for online on the library website.

HELP CUSTOMERS HELP THEMSELVES Great customer service should always be available, even when you aren’ t. Take time to familiarize yourself with your department’ s information on the City’ s website, burlesontx.com. Be able to answer the customer’ s question and direct them to the information on the website or approved city social media account when the office is closed. Also, if you see something incorrect or something you would like added to your department’ s page, let the Communications Department know – cgregory@burlesontx.com

COMMUNICATIONS: cgregory@burlesontx.com - TEL : 817-426-9607

C I T I Z E N S - A P P R E C I AT E - R E M A R K A B L E & E XC E L L E N T - S E R V I C E

I just wanted to take a moment and let you know the high level of appreciation which my organization has for the work of Frank Bianchini with the City of Burleson. We have an interlocal agreement between our two cities for OSSI (police software). Recently we were told that Mr. Bianchini would now be a point of contact for the project for any issues related to it. That was one of the best things to happen for us because, since he was made available, the number of unresolved issues has become almost nonexistent. I can’ t begin to name all the issues that he has helped us resolve and keep the project on track. For that reason I wanted to pass along our sincere thanks. He is an excellent reflection on your organization and the values one expects/hopes to find in a public sector employee.

FRANK BIANCHINI -Captain Melson - Alvarado Police Department INFORMATION TECHNOLOGY Thank you very much for having the animal control lady to come by and talk to me. That really goes a long way to changing my attitude toward the city government……She made great strides in returning my faith in our city government, and I appreciate the time and showing that the City cares.

Again, I thank you for your attention to my issues and shown me that there are those who really do care. Hope you have a great weekend.

PENNY LEHEW ANIMAL CONTROL

OUR ATTITUDE TOWARDS OTHERS DETERMINES THEIR ATTITUDE TOWARDS US. -EARL NIGHTINGALE

CUSTOMER COMPLAINTS Harsh words are not always indicative of insight, and complaining customers are not always a sign that something is wrong. Be that as it may, sometimes great feedback is buried with the vitriol - give credence to every message.

Receiving the same complaint repeatedly is the beginning of a narrative. This shouldn’ t dictate what to do next, but it will begin to reveal what requires your attention. To stay consistent in tone and process, use the C.A.R.P. method.

TRY USING THE C.A.R.P. METHOD

THE C.A.R.P. METHOD

C

ONTROL THE SITUATION

A

CKNOWLEDGE THE DILEMMA

R

EFOCUS THE CONVERSATION

P

ROBLEM-SOLVE SO THE CUSTOMER LEAVES HAPPY

COMMUNICATIONS: cgregory@burlesontx.com - TEL : 817-426-9607

C I T I Z E N S - A P P R E C I AT E - R E M A R K A B L E & E XC E L L E N T - S E R V I C E

CONNECTING WITH THE NEXT GENERATION "Thank you to the firefighters on Engine 1! As my daughter and I were leaving the BriCK we passed the firefighters on Engine 1. my grandson who is in love with firetrucks was in awe. So as we were standing on the sidewalk admiring the truck the firefighters made their way back out.

They stopped and talked to Bently and even let him climb in and ring the bell. He was very much awestruck by the whole thing. Please know that you made his day and that made his Gammy very happy too!" Great job Shane Mobley and the Fire Crew of Engine 1!

GOING ABOVE AND BEYOND THE CALL OF DUTY Couple of weeks ago someone got into my

CAMERON PILGRIM POLICE DEPARTMENT

garage and stole my bow. After making a report with the Burleson PD the officer followed up with me multiple times and even took time out of his day to meet with my neighbors to download surveillance footage to flash drives. Over the next couple of weeks I have been in constant contact with the detective giving me updates and looking for information.

Happy to say this morning Detective Pilgrim called me and they recovered all of my equipment. I just really appreciate the constant communication from Burleson PD and follow through from them.

OPPORTUNITIES DON’ T HAPPEN. YOU CREATE THEM! LOUIS GIDDINGS SHELLY HENKEN POLICE DEPARTMENT

I cannot thank you enough for putting gas in my car so I would make it to my mother’ s house safely. I truly wish there was any way possible that I would pay you back your random act of kindness. It has put my much needed faith back in people.

-Cheyenne Worlow SHAYNE MORRISON POLICE DEPARTMENT

POLICE DEPARTMENT

Officer Louis Giddings fixed my flat tire in the parking lot in the Walmart Super Center. He went above and beyond by going home to get his jack to fix my flat in the rain. We should appreciate our fellow Officers for their protection. What would the world be if we didn’ t have Police Officers. I back the men in blue.

Cody, a 24-year old man with autism had fallen into a state of catatonia and was unable to communicate, move very much, respond or eat and drink.

Officer Morrison dealt with the Pecan Valley Crisis Hotline personnel who would not come out and assess the individual because he could not speak to say he was a danger to himself. Officer Morrison did not stop at "no." He continued to try and find a facility that would take Cody and when finally no facility would take him, he suggested that he should get the paramedics to clear him for travel so that we could take him nearer to the Austin State Hospital. This turned out to be an excellent suggestion, as he was appropriately treated at Seton Medical Center in Austin and will be transferred to ASH tomorrow. It was obvious that this officer wasn't "just phoning it in." He really cared and he did a great job! -Fran Templeton

COMMUNICATIONS: cgregory@burlesontx.com - TEL : 817-426-9607

C I T I Z E N S - A P P R E C I AT E - R E M A R K A B L E & E XC E L L E N T - S E R V I C E

EMPLOYEE

GETTING TO KNOW JULES What motivates you in your job?

Every third day I get the chance to come in and make an impact on everyone I meet.

Whether responding to a medical or fire call or greeting citizens at a public relations event, I have the honor of giving my best and making a difference. I aim to make that a positive one every time.

OF THE YEAR

EMPLOYEE OF THE QUARTER Mentoring co-workers and his desire to always deliver the best service to the citizens of Burleson are just a few of the reasons Joshua Frost was named the City of Burleson’ s employee of the quarter. “ People often think that all we do is write tickets but that is very far from the truth,”said Joshua. “ We work very hard with citizens to help them resolve issues.

JOSHUA FROST Often times they are not financially or physically able to get something fixed and we CODE COMPLIANCE help them find solutions. That is my favorite part of this job.”

What is your best customer service tip?

Don't be afraid to get personal! In the day of online communication and text messaging, your voice, smile, or hug can really make your customer's or coworker's day.

Tell us your favorite customer service story (how you helped a resident or business in Burleson) We responded to a call for chest pain in Station 1's district. The gentleman we assisted ended up having significant heart blockage, but made it to surgery in the nick of time. Months later, he cooked and served us a wonderful meal at Station 1. To see him out and about in the community today is a great testimony of why we love what we do.

Jules Knight

EMPLOYEES IN THE NEWS

CLYDE

A City of Burleson “ Employee”was recently featured during the NBC5 news segment “ Something Good.” Our very own Clyde, a Great Dane mix therapy dog and frequent guest at Mustang Creek Estates of Burleson, has a mission to lift spirits and host a donation drive to benefit animals up for adoption at the city's shelter. cit

ANIMAL SHELTER

SHARE THE LOVE! Are one of your co-workers doing a great job and you think they should be recognized in the newsletter?

Send us their story - cgregory@burlesontx.com

COMMUNICATIONS: cgregory@burlesontx.com - TEL : 817-426-9607