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The report explains that the corporate strategic plan emphasizes Customer Service Excellence and that service excellence depends on timely, accurate, professional, competent, courteous, and consistent responses to customer inquiries. It establishes program standards for how township employees communicate information, defines scope and key terms, and presents procedures and communication expectations, with no financial impact expected from implementation.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":41,"@type":70,"position":76},"https://docshare.wps.com/template/letters/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/staff-report-no-a21-006-customer-service-policy/241957/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/staff-report-no-a21-006-customer-service-policy/241957.png","ImageObject",442,249,{"name":88,"@type":89},"Mack Lee","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-15","2026-09-12",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",6,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"What is the purpose of the Customer Service Program in this policy?","Question",{"text":109,"@type":110},"It provides clearly defined standards for how Township employees communicate information to all customers and ensures they assist in a timely, accurate, professional, competent, courteous, and consistent manner.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"Who does the policy apply to?",{"text":114,"@type":110},"The policy applies to all Township employees regarding delivery of customer service.",{"name":116,"@type":107,"acceptedAnswer":117},"Is there a financial impact expected from implementing this policy?",{"text":118,"@type":110},"No financial impact is expected with implementation of the policy.","https://schema.org",{"og:url":78,"og:type":121,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":123,"canonical":78},"index,follow",{"doc_id":125,"site_id":56},241957,1790186556,{"code":4,"msg":5,"data":128},{"doc_id":125,"user_id":129,"nickname":88,"user_avatar":130,"doc_module":9,"category_id":40,"category_name":41,"doc_title":59,"doc_description":61,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":8,"language":136,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":61,"update_tm":140,"read_time":79},1236954509970,"https://us-avatar.wpscdn.com/davatar_6f874abed73319feea01a86fa6f0fab8","Staff Report No. A21-006  \nTo: Mayor Burkett and Corporate Services Committee  \nFrom: Michelle Prophet Healy, Manager of Human Resources/Health & Safety  \nDate: February 24, 2021  \nSubject: Customer Service Policy  \nReport Highlights  \n• Create a Customer Service Policy  \n• Provide continued high level customer service to the residents of the municipality with a consistent approach.  \nRecommendation  \nThat Report No. A21-006, dated February 24, 2021 , with respect to a Customer Service Policy be received;  \nAND FURTHER THAT the Customer Service Policy as presented be adopted and form part of the Corporate Policy Manual.  \nBackground  \nAs part of the Corporate Strategic Plan, Council placed emphasis on Customer Service Excellence as one of the pillars of the plan.  \nAnalysis  \nStaff formed a Customer Service Review Group, which consisted of Julie Purvis, Revenue Officer, Jeff Andross, Deputy Chief Building Official, Karissa Baker, Administrative Assistant/Building , Alison Gray, Clerk, Lynn Racicot Communication Officer, and Michelle Prophet Healy, Manager of Human Resources and Health and Safety.  \nThe Township of Severn is committed to focus on a high level of customer service . The central means to achieving service excellence is through timely, accurate, professional, competent, courteous, and consistent responses to inquiries received by the Township.  \nThe purpose of the Customer Service Program is to provide clearly defined standards for the communication of information to all customers by Township employees. The aim of the program is for all employees to assist customers in a timely, accurate, professional, competent, courteous, and consistent manner .  \nFinancial Consideration  \nThere would be no financial impact with the implementation of this policy.  \nReport Supported By  \nStrategic Plan  \n☐ Asset Management ☐ Community Safety & Well-Being ☒ Communications ☒ Maintain or Enhance Level of Service ☐ Does Not Impact Strategic Plan  \nRelevant Background Report  \nRespectfully submitted by: Michelle Prophet Healy Reviewed By:  \n☒ Laurie Kennard, CPA, CA, -Chief Administrative Officer  \n☒ Andrew Plunkett, CPA, CA, LLB-Director of Finance/Treasurer  \nPOLICY: Customer Service Policy  \n\n| Created By: | Manager of Human Resources/Health & Safety | Approval Date: |  |\n| --- | --- | --- | --- |\n| Policy No.: |  | Last Revised |  |\n\nPURPOSE  \n1.1 The purpose of the Customer Service Program is to provide clearly defined standards for the communication of information to all customers by Township employees. The aim of the program is for all employees to assist customers in a timely, accurate, professional, competent, courteous, and consistent manner .  \nSCOPE  \n2.1 This policy applies to all Township employees with respect to the delivery of customer service .  \nPOLICY  \n3.1 The Township of Severn is committed to policies that reflect accountability through focus on a high level of customer service . The central means to achieving service excellence is through timely, accurate, professional, competent, courteous, and consistent responses to inquiries received by the Township.  \nDEFINITIONS  \n4.1 “Customer” means a community member, resident, third party or any individual accessing services from the Township.“Customer Service Representative”means a member of the Township Team who could greet customers upon their arrival to Township facilities.  \n“Council” means the Council for the Corporation of the Township of Severn.  \n“Employee” includes full-time, part-time, and temporary workers  \nwhose job includes communicating with members of the public.  \n“Township” means the Corporation of the Township of Severn.  \n“Township Facility” includes a facility owned by the Township that is available for receiving customers or hosting meetings.  \nGENERAL  \n5.1 The Township of Severn is committed to policies that reflect accountability through focus on a high level of customer service . The central means to achieving service excellence is through ti","cbCaieXk4aVZw0O2","https://ap.wps.com/l/cbCaieXk4aVZw0O2","pdf",147916,"English","# Report Highlights\n# Recommendation\n# Background\n# Analysis\n## Financial Consideration\n# Policy Overview\n## Purpose\n## Scope\n## Definitions\n## General\n## Procedures\n### Communication Standards","[{\"question\":\"What is the purpose of the Customer Service Program in this policy?\",\"answer\":\"It provides clearly defined standards for how Township employees communicate information to all customers and ensures they assist in a timely, accurate, professional, competent, courteous, and consistent manner.\"},{\"question\":\"Who does the policy apply to?\",\"answer\":\"The policy applies to all Township employees regarding delivery of customer service.\"},{\"question\":\"Is there a financial impact expected from implementing this policy?\",\"answer\":\"No financial impact is expected with implementation of the policy.\"}]","Staff Report - No. A21-006 - Customer Service Policy | PDF",1789183796]