LTC 372-2013 Customer Service Week ® MIAMI BEACH
OFFICE, OF THE CITY MANAGER
No. LTC # 37A -aar3 LETTER TO COWMISSIO.N
TO: Mayor Matti Herrera Bower and Me ers of the C' y Commission --
FROM: Jimmy L. Morales City Manager —
DATE: October 11, 2013
SUBJECT: Customer Service Week
The purpose of this Letter to the Commission is to provide information on Customer Service
Week.
National Customer Service Week is always the first full week of October. Started by the
International Customer Service Association (ICSA) in 1988, it has become a national event as
proclaimed by the US Congress. According to the ICSA, the Purpose of National Customer
Service Week is "to create a positive message that lasts all year long and to provide a
productive opportunity to generate an even stronger commitment to customer service
excellence."
The five core goals of Customer Service Week are:
• Boost morale, motivation and teamwork.
• Reward frontline reps for the important work they do all year long.
• Raise companywide awareness.of the importance of customer service.
• Thank other departments for their support.
• Remind customers of your organization's commitment to customer satisfaction
Even in government, customer service excellence maintains long -term citizen satisfaction and
trust. National Customer Service Week will create an awareness year around.
As part of our Customer Service Week celebration, I, along with the new management team,
held a meet and greet session at each department throughout the City. For many of our
residents our front line employees are the one with whom they interact. This week was an
opportunity to recognize them for their efforts and reinforce to them the importance of their work.
In addition to those employees who interact with the community, I also reminded those
departments whose customers are other city departments that internal customer service is just
as important to the overall success of the organization.
Employee suggestions for improved customer services were requested. A number of great
ideas were received and we will explore their implementation.
The week wrapped up with a pizza party on the third floor breeze way. I'd like to thank your
staff for their assistance and participation.
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Please feel free to contact me if you have any questions or need any additional information.
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