In the City of Fort Collins, the Recreation department has recognized that customer service is a top priority.
The City of Fort Collins Recreation department has announced that it is on a mission “to provide world-class recreation services that inspire living healthy and engaged lives”.
It says that is committed to improving all aspects of customer service at each city facility and in every program.
The department also recognizes that the customer experience has not always been up to scratch but they are committed to improving all aspects of customer service at each city facility and in every program.
In the past year some important changes have already been made to the delivery of customer service. A supervisor has been recruited to lead the customer service team and staff are moved between facilities to improve their job knowledge. This also ensures that customers receive a consistent level of service. A comprehensive training program has also been put in place to teach new customer service ideas and skills.
Feedback is obtained in the form of a quarterly survey which asks respondents for their feedback and suggestions. This information is then used to drive improvements. One of the issues that came up was that the online registration system was not working as quickly as it should have been. This had been frustrating some customers. The registration system was enhanced and the online system is now preferred by many users.
The Recreation department also embarked on a comprehensive operational plan in 2014. The plan was created using the input of community leaders with the aim of delivering world class customer service.
Staff at the Recreation department say they are excited and committed to helping people accomplish their fitness and recreation goals.