HomeMy WebLinkAboutCSD-002-11G~Cltl~'~4Il REPORT
COMMUNITY SERVICES DEPARTMENT
Meeting: GENERAL PURPOSE AND ADMINISTRATION
Date: February 7, 2011 Resolution#:
Report: CSD-002-11 File#:
CUSTOMER SERVICE WEEK
RECOMMENDATIONS:
It is respectfully recommended that the General Purpose and Administration Committee
recommend to Council the following:
THAT Report CSD-002-11 be received for information.
Submitted by:
J PC/SM/E M/wg/Iw
Gam=- ~~
eviewed by:
P. Caruana Franklin Wu,
Community Chief Administrative Officer
CORPORATION OF THE MUNICIPALITY OF CLARINGTON
40 TEMPERANCE STREET, BOWMANVILLE, ONTARIO L1C 3A6 T (905)623-3379 F (905)623-0830
REPORT NO.: CSD-002-11
1.0 Background
PAGE 2
1.1 In the Community Services Department, we are all members of a team who are
dedicated to meeting the needs of others. In mid 2010, front line customer
service staff had discussions about starting 2011 highlighting our commitment to
our customers and hosting a week in recognition and appreciation. Customer
Service Week was held January 8-14th, 2011, as an opportunity to recognize the
relationship between our staff and our customers as well as enhance and
celebrate the strength of our team.
1.2 Providing exceptional customer service is integral in everything we do as
Community Services Staff with the Municipality of Clarington. In early January,
the Community Services Department, at all of our recreation facilities, promoted
and celebrated our exceptional customer service skills and the relationships
we've developed with our customers.
1.3 The Community Services Department offered a week of activities for the
community; free admissions to scheduled drop-in swims, skates, fitness, squash
and soccer with the donation of winter accessories (hats, mitts and scarves).
Over 500 residents participated in activities at the various recreation facilities.
Many winter items were collected and will be donated to families in need through
our local school boards (see attachment 1).
1.4 In addition, there were many staff activities geared to strengthening our internal
staff relationships and increasing staff knowledge and skill in the area of
providing customer service excellence. The Community Services Department
launched customer service week by providing staff with a motivating and
inspiring session with Dr. Lynda Pinnington, a leading trainer on customer
service excellence.
1.5 During Customer Service Week, we collected comments from our customers
about what recreation means to them.. The comments were collected on a matte
within a picture frame. A sampling of the responses we received were:
• It means memories that are fun!
• Fun, Family Time!
• It makes me feel good.
• Enjoying life.
• Life commitment full of FUN!
It helps create a united community.
• Spending time with my children.
• To keep moving and have fun.
• Everything!
• Lifelong skills and fun.
REPORT NO.: CSD-002-11 PAGE 3
2.0 Comments
2.1 This was the first time Community Services recognized and celebrated Customer
Service Week. The week generated many positive comments from both staff
and customers. The focus of the week was to strengthen both internal and
external relationships and ensure we are striving to not just meet customer's
expectations, but exceed them! With the recent success of Customer Service
Week, staff plan to continue with this event. For 2011, the Community Services
Department will align this event to coincide with National Customer Service Week
which is celebrated during the first week of October.
Attachments
Attachment 1 -Customer Service Week Flyer
Attachment 1
To Report CSD-002-11
Clarington
Admission is free with donation of hat /mitts or scarf which will be distributed