Customer Service Standards
The Township of Zorra Strategic Plan identifies “Strengthening our Customer Service” as one of the strategies under “We are an engaged community” goal.
The Township of Zorra is committed to providing a high standard of service to all customers. Customers include staff, residents, business owners, visitors and other stakeholders.
The standards outlined in this document are a reflection of “Strengthening our Customer Service” and the Township’s commitment to:
- Provide exceptional customer service
- Enhance communications with customers and staff
- Reduce calls and inquiries from being “bounced around” internally
- Provide service excellence at all levels within the Township and focus on the key drivers of customer satisfaction to:
- Respond and acknowledge receipt of customer contact within a reasonable time frame
- Provide accurate information and/or the avenue for the customer to receive it
- Provide fair and consistent treatment
- Be polite and respectful
- Provide a response and ensure completeness of service or request
- Align with the Corporate values:
- Trust - The trust between community members is what makes Zorra an inclusive community. Community trust is built through sensible planning, reliable services and public engagement.
- Respect - The residents of Zorra come from diverse backgrounds. It is through respect for the varied backgrounds and experiences that common ground can be achieved.
- Innovation - Zorra must a community which embraces change. It must remain open to all ideas to become a flexible, progressive municipality which can successfully anticipate and adapt to changing environments.
- Accountability - Council and staff must be accountable to Zorra residents and be responsible for actions and inactions.
- Teamwork - We will work cooperatively at all levels of the organization and community to accomplish the Township's objectives and to provide our residents with quality service.
- Transparency - We will conduct all affairs for the Township openly and with complete transparency, except where prohibited by law. These guidelines set minimum standards to communicate with customers efficiently and respectfully.
Telephone
Customer calls are returned as soon as possible when they are received. As a general rule, telephone calls will be returned within two (2) business days.
Staff’s response, within two business days, may not provide a complete resolution, but will be an acknowledgement that the message has been received. Staff should also provide an indication of any further action that will be taken to resolve the issue.
Customers will receive an initial response to an email inquiry within two (2) business days. This refers to both internal and external communication.
Staff’s response, within two business days, may not provide a complete resolution, but will be an acknowledgement that the message has been received. Staff should also provide an indication of any further action that will be taken to resolve the issue.
Written Correspondence
Customers will receive a response to a general inquiry within five (5) business days.
The Corporate Services Department is responsible for monitoring and responding to social media on behalf of the Township of Zorra. Responses will be dealt with during normal working hours.
When customer service standards have not been met, such as phone calls or emails not returned within two working days, please email us or use our online form with details. Detailed information should be provided such and email trails or details of correspondence.
Where staff have excelled in providing customer service, it is important that we be made aware. This will assist in tracking and improving our customer service. Emails can be sent to report excellent customer service.
Detailed reporting on our customer service will be reviewed annually by Council and senior staff.