Lincoln, ON – (June 11, 2024) – The Town of Lincoln is dedicated to ensuring that every resident and business within our community receives the highest standard of customer service. We are excited to share the details of our ongoing and future efforts to enhance the customer experience, reinforcing our commitment to making Lincoln a place where everyone can grow, prosper, and belong.
The Town’s Customer Service Strategy focuses on several key areas to ensure we consistently meet and exceed our residents' expectations:
- Timely Responses: Ensuring prompt and efficient responses to all customer inquiries and requests.
- Process Optimization: Regularly reviewing and refining our customer service processes to enhance efficiency and effectiveness.
- Accessibility: Making information readily available and easily accessible to all residents, across all platforms.
- Comprehensive Support: Providing thorough assistance to residents and businesses in navigating Town services, minimizing the need for multiple points of contact.
- Leveraging Technology: Utilizing the latest technology to streamline service delivery and address customer service issues proactively.
"Exceptional customer service is more than just a goal; it is a core value that shapes every interaction we have with our community,” said the Town’s Chief Administrative Officer Michael Kirkopoulos. “Our staff's dedication and continuous efforts are crucial in ensuring that we provide the best possible service to our residents. By creating a Customer Service Strategy for all staff to lean on, we can excel at delivering high quality service and at understanding the needs of our customers.”
“Our residents and businesses deserve nothing less than excellence in every interaction with the Town,” said Town of Lincoln Mayor Sandra Easton. “We are committed to fostering a culture where outstanding customer service is at the heart of everything we do.”
The Town has established a comprehensive training program for all employees, focusing on effective communication, active listening, and handling challenging conversations. This training is actively being rolled out across all departments, ensuring that every staff member is equipped to provide the best possible service.
Town staff recently attended a seminar on Customer Service Excellence, which sparked a collaboration with the Canadian Association of Municipal Administrators (CAMA). As a result of the discussion, CAMA has launched a new On-line Library for Customer Service Excellence in Local Government. This digital resource gathers insights and tools from municipalities across the country, including the Town of Lincoln’s Customer Service Strategy manual.
Furthermore, we are committed to continuous improvement. We will regularly gather feedback from residents and businesses to identify areas for enhancement and implement necessary changes to our processes and services.