HomeMy WebLinkAbout2010 10 25 Informational 102 Recent Prospective Training And Customer Service Intiatives COMMISSION AGENDA
CONSENT
INFORMATIONAL X
ITEM 102 PUBLIC HEARING
REGULAR
October 25, 2010 MGR /DEPT
Meeting A orization
REQUEST: The Finance Department would like to inform the Commission of recent and
prospective training and customer service initiatives.
SYNOPSIS:
Training for FY11 will focus on three primary topics; customer satisfaction, management and
process improvement. It's the goal of this training to reinforce the Commission's and City
Manager's commitment to improving and modernizing the delivery of services by the City.
Senior Management is working on a series of classes that will introduce new concepts while
reinforcing established goals and initiatives.
CONSIDERATIONS:
Last month the City hosted three seminars: Ambassador Customer Service, Customer Service
Skill- building Workshop, and the Role of the Supervisor/Manager. They were produced and
delivered by Steve Rosenthal of Training Tree, Inc. who came with high commendation from
other municipalities and brought vast public /private sector experience.
The Ambassador Customer Service class was attended by 70 employees, the Customer Service
Skill- building workshop was attended by 41, and the Role of the Supervisor /Manager was
attended by 35. Continued customer service training will be ongoing this winter and classes in
the areas of diversity and harassment will be hosted this spring.
The desired outcome is overall customer convenience and satisfaction as well as a more efficient
and informed employee base. Within the next 18 months we anticipate significant changes in
our customer service approach such as a reorganization and redesign of the City Hall lobby area
and a redefinition of role of the customer service.
FISCAL IMPACT:
The entire years training is estimated to cost between $3,500 and $5,000. These funds have been
budgeted in the FY 11 financials.
COMMUNICATION EFFORTS:
Additional training opportunities will be posted on the Intranet and communicated through email
to all prospective employees. A program is also being developed to recognize employees during
regularly scheduled Commission meetings if they complete all classes in the prescribed
curriculum. We are going to call this program "University of Winter Springs" and issue diplomas
as employees graduate.
RECOMMENDATION:
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ATTACHMENTS:
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080910 _COMM_Informational_102_FY 1 O_Third_Quarter_Financial_Report