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York Town Manager Steve Burns plans to include funds in next year’s budget to pay for an outside trainer who would teach customer service skills to all town employees. The York Weekly newspaper reported that Burns' initiative is prompted by him overhearing town employees being curt or unhelpful to residents seeking assistance. Citing the recent power outages as an example, he said, “If someone calls me to chew me out because their electricity is still out, I could say, ‘Look, that’s CMP’s problem. I can’t help you.’ Or, I could show some empathy and say, ‘You must be cold. I’m sorry about that. We’re working with CMP to resolve the problem.’”
Which best describes your company's approach to teaching customer service skills?