CITIZENS
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A P P R E C I AT E
BURLESON
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REMARKABLE & EXCELLENT
“I Don’t Know. You Need to Call [Another Department/company]
TRY THIS INSTEAD: “I don’t know, but I’d be happy to find out for you,” or “I don’t know, but let me loop in [another department/company] and we’ll get to the bottom of this for you.”
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SERVICE
C.A.R.E.S.
WHAT NOT TO SAY 1
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“Please Calm Down”
TRY THIS INSTEAD: “I’m really sorry about that. It’s annoying to [have to deal with whatever they’re dealing with], and I’d be frustrated too.”
Phrases not to use in customer service.
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“Nope” TRY THIS INSTEAD: “I’m sorry, that’s not something that we can do. However, what we can do is....”
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“It’s Not Our Fault” TRY THIS INSTEAD: “I’m really sorry for how frustrating this situation is, but I’m going to do everything I can to make things right.”
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“Sorry, But It’s Policy”
TRY THIS INSTEAD: “Sorry about the frustration, but here’s why this policy exists.”
You don’t need to be scared of saying the wrong thing. Customers appreciate the fact that you’re human, as long as you treat them with empathy and kindness. But by understanding the kinds of things that people really don’t want to hear, you can transform the way you think—and talk—when it comes to support, and ultimately build better relationships with your customers. CITY OF BURLESON
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MARKETING & COMMUNICATIONS DEPARTMENT
CITIZENS
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A P P R E C I AT E
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REMARKABLE & EXCELLENT
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SERVICE
Kudos to these employees who are exhibiting excellent customer service. Kudos, Jonathan Wooten in Public Works! I was shopping at Tractor Supply and had quite a few heavy items. Jonathan asked if he could help me load the items in my car. Apparently he was on his way home from work because it was after hours, but I noticed his uniform. I was blown away with his consideration and kindness and wanted to make sure that his boss knew what kind of employee they have. - Melissa Rawlins, resident I was unfortunately part of criminal case and even though it was a misdemeanor the suspect refused to pay the fine. Matt Ribitzki took the time to understand the case and filed it appropriately. I could not be happier with the level of expertise Mr. Ribitzki showed through out this ordeal. He was even willing to give up some of his vacation time to speak with me personally the week before going to court. He has gone above and beyond for my family and I will forever be grateful for his dedication. You have the right man for the job! - Lyndsay A DeMott MATT RIBITZKI MUNICIPAL COURT
In this world that screams “police brutality” I want to show an act of humility. I don’t know the officer or exactly what was discussed but I do know that a busy street/intersection was blocked off to show this man respect as a human. The officer came to his level and spoke with a kind voice. I believe the only identification this man had was dog tags. This is why I am proud of where we live and what our community does. I couldn’t stay to block of traffic but chances are that man will have a good meal and somewhere safe to stay tonight. Thank you for your random act of kindness, it may not be the headlines of the paper but it is in my heart.
- Sara Campbell, resident
OFFICER LOUIS GIDDINGS POLICE DEPARTMENT
Special thanks to the marketing department! I recently asked the department to help reinvent the utility billing welcome brochure that we hand out to new residents. They took on the whole project when I thought they were just going to give us a few suggestions and had it completed and back to me in less than a week. The new brochure is beautiful and is something we are proud to hand out to new residents. - Brandi Rendon, Utility Customer Service Manager
A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. ~ Mahatma Gandhi
CITIZENS
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A P P R E C I AT E
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REMARKABLE & EXCELLENT
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GREAT JOB, STREET MAINTENANCE On Thursday, I submitted an on-line report of a pothole in our neighborhood (Monticello at Hidden Creek). That pothole was repaired the very next morning! I cannot imagine a more timely or effective response to a citizen request. Kudos to the dedicated public servants in Burleson’s Street Maintenance staff. My neighbors and I thank you—and so do our tires!
- Ann Miller, resident CONGRATULATIONS to Alex Schneider for being named Texas Law Enforcement Analyst Network’s (TXLEAN) first official President. Alex started her work on the steering committee for the organization last fall. She will hold the president position until 2020.
The Texas Law Enforcement Analyst Network connects Crime Analysts, Criminal Intelligence Analysts, and other law enforcement professionals such as Investigators, Patrol Officers, and Command Staff from across Texas. ALEX SCHNEIDER POLICE DEPARTMENT
On a typical day the work order load is around 30 but the water department was slammed on June 30 and our employees really stepped up. Terri Joslin completed 40 work orders in two and a half hours. That comes out to almost 20 work orders an hour and on average a meter technician can do about ten in an hour. That same day, Dustin Barber read almost 2,000 meters for billing and also completed around ten work orders all before 11 a.m. By 5 p.m. on June 30 they had completed over 60 work orders. Also on Monday, July 3 Dustin worked by himself all day and completed about 1,500 meter readings so that billing and work orders could be completed in a timely manner. - Mandy Allen, UCS Supervisor
Kindness & Courtesy
TERRI JOSLIN & DUSTIN BARBER UTILITY CUSTOMER SERVICE
ARE AT THE ROOT OF A POSITIVE CUSTOMER SERVICE EXPERIENCE
CITIZENS
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A P P R E C I AT E
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REMARKABLE & EXCELLENT
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EMPLOYEE OF THE QUARTER
Mayra Tijerina Human Resources GETTING TO KNOW MAYRA What motivates you in your job? The employees do because being in HR every day is different and every situation is different. So if I don’t know the answer to your question I will make sure and find out. I may not have all the answers but I will try my hardest to get it. What is your best customer service tip? Treat others how you would like to be treated. If I ever have an issue I would like the person helping me to treat it as if they were in my shoes. Sometimes just helping others with a smile makes or breaks their day.
Tell us your favorite customer service story (how you helped a resident, business or staff member)? I get called often to help translate for our Spanish speaking citizens and those are my favorite. Knowing that I can get them the answers and make them feel like they matter in our City. Growing up with Spanish speaking parents I remember the struggle they faced when needing help and how they often felt helpless. I would never want ANY employee or citizen to walk away feeling like they don’t matter.
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 - dphillips@burlesontx.com or cgregory@burlesontx.com CITY OF BURLESON
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MARKETING & COMMUNICATIONS DEPARTMENT