BURLESON C.A.R.E.S. 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
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Customer Service Skills Every Employee Needs
1. Patience
Customers often reach out when they are confused or frustrated, so it is important to listen carefully in order to offer them the best solutions. Remaining calm lets us focus, offering clarity of thought and allowing effective response.
2. Effective communication
Make sure you are getting to the problem at hand quickly. Be cautious about how some of your communication habits translate to customers. Speaking effectively leaves both you and the customer with a solid understanding of the issue you are fixing for them.
3. Use of positive language
How you choose to word things is a very important part of providing exceptional service, and customers create perceptions based off of the language that you use.
CITY OF BURLESON
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4. Time management
Evaluate how your perception of time compares to your time reality. Minimize interruptions, focus on high-value activities and keep a dynamic task list to improve your time management skills.
5. Ability to handle surprises
Thinking on your feet is important since the problems you encounter are often not specifically addressed during training. A few points to keep in mind here are try to relax, listen carefully and ask for clarification. When a question or request is expounded upon it gives you time to zero in on how to best handle the situation.
5. Tenacity
Going beyond the status quo when it comes to helping someone out creates memorable customer service stories. Be willing to do what it takes to get the job done.
MARKETING & COMMUNICATIONS DEPARTMENT
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
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KUDOS
to these employees who are exhibiting excellent customer service
JASON TAUCH, RACHEL AYUSO AND HAWKINS MURRAY
POLICE OFFICERS
Way to make an impact, Officers Ayuso, Murray and Tauch A great example of connecting with customers occurred recently when three of our police officers provided a group of youths with an unexpected experience they are not likely to forget. Officers received a call about a potential fight in the Walmart parking lot. Upon arrival they discovered it was a group of kids playing football. In response Officers Ayuso, Murray and Tauch turned on their lights and played music for the group. This exemplary customer service made a lasting impression with the community’s next generation. Some of the kids have since had a chance to thank the officers. It was their simple gesture that greatly impacted all of the kids and that is a huge win for the police department.
Thanks for exceptional customer care, Teri Teri goes above and beyond the requirements of her position with Animal Control. She recently assisted an elderly citizen who was having issues getting to the store. Teri paid for groceries out of her own pocket and delivered them to the resident. She is always a hard worker and her ability to be empathetic in this case provided a positive experience for the individual. This extra effort to accommodate the needs of our citizens truly exemplifies what it means to provide excellent customer care.
TERI BRIDWELL
ANIMAL CONTROL OFFICER
We are grateful for your dedication to service, Audrey Audrey is a valuable resource to the city. She conducts field investigations and responds to citizen complaints and reports. She strives to continually improve customer relations by anticipating their needs. On a recent case she inspected a flooded home and found the homeowners had health issues and their basic needs were not being met. She worked with the couple to help resolve several problems. Taking these extra steps makes customers feel that someone understands what they are going through and further helps them appreciate AUDREY CARROLL what resources they have available through their local government.
CODE COMPLIANCE OFFICER
You strive for greatness in all you do, Colton Colton is an awesome coworker at the BRiCk, he is selfless, humble and great with people. His compassion is evident when dealing with customers and he strives to be the best at whatever he does in life. The City of Burleson is lucky to have him on our team. COLTON CARNES
RECREATION SUPERVISOR
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
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Thank you for your innovative leadership Alex Alex continually thinks ahead of the curve and his innovative mindset has played a critical role in Burleson’s economic development. He has served as the leader of the award-winning Burleson Works program which matches applicants with companies to provide internships and funds for training programs. He also works to develop relationships with incoming and prospective businesses and has a firm grasp on which opportunities would be best to pursue for the betterment of our community. Our hats are off to Alex, an excellent facilitator of growth and development.
ALEX PHILIPS
ECONOMIC DEVELOPMENT MANAGER
Burleson University Upcoming One to One Clinics Burleson University will be hosting One to One Microsoft 2016 clinics in November that include Access, Excel, Word, Publisher, PowerPoint and Outlook. If you are looking to expand your Microsoft Office skills this is the perfect opportunity. Clinics will be held at the Burleson Public Library Conference Room from 9 - 11:30 a.m. on November 13, 14 and 15. Available time slots will be 9, 9:30, 10, 10:30 and 11 a.m. This will allow for 30-45 minute sessions. If you need more time, they should be able to accommodate you. To schedule an appointment contact Paula Skundberg at (817) 426-9681 or pskundberg@burlesontx.com.
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
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EMPLOYEE OF THE QUARTER
Steve Haas Records Coordinator GETTING TO KNOW STEVE What motivates you in your job? Knowing that I am being of service and giving back to the community in which I grew up.
What is your favorite part of your job? I really don’t have a favorite customer service story. Everyone that we come in contact with, no matter who it is, is a resident, business or staff member. They should be considered a customer and treated as such with kindness and respect.
What is your best customer service tip? My best customer service tip would have to be to remember that it’s not about me. It’s about how I can make their experience with the city better. In our department when someone comes to the Police Department it’s usually not the best day of their lives and we try to make it a little better any way we can.
My First Job
LEARNING CURVE
For my first job, I was a valet for Win Schulers restaurant just outside of Detroit. On my first day I was training with the Senior Valet and when the second car pulled up I realized it had a manual transmission. I told the Senior Valet I couldn’t drive it and he laughed and said, “How did you get hired as a valet?” He parked the car for me and offered to let me learn to drive his car. Over the next few weeks he would let me practice driving around the parking lot before work. I enjoyed it so much that the next two cars I bought had manual transmissions. He was such a nice guy and a gracious boss who turned what could have been a bad experience into something positive. - David White, Director of Golf at Hidden Creek
David and his dad
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 cstaton@burlesontx.com CITY OF BURLESON
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MARKETING & COMMUNICATIONS DEPARTMENT