Customer service is important for many agencies and companies and when it comes to county employees, it is essential. In order to help these employees provide the best customer service possible, it is important for them to be trained accordingly. Andrew Lamberto helped create a program to do just that.
In 2002, San Bernardino County formed a Customer Service Team as part of a strategic planning initiative. For several years, a team researched customer service programs in large organizations, surveyed County staff and managers, and held employee focus groups.
In 2005, the team approved a comprehensive program called Service FIRST, with FIRST being an acronym for Friendly, Interested, Responsive, Service-Oriented, and Trustworthy. The program elements included: clear standards for customer service communicated by the County Administrative Officer to all employees through meetings and rallies, continued customer service training for new hires with annual refresher training for all incumbents, customer service as a factor in all county work performance evaluations, a “Mystery Shopping” program to spot check customer service activities throughout the county, annual department surveys to assess implementation and maintenance of customer service standards, a reward and recognition program for redemption of customer service “recognition” points for various reward items.
Andrew Lamberto worked hard to make San Bernardino county a great place to live, work and play and he enjoyed working with the Achievement Award Program to reach his goals. He also worked on several other projects that were designed to improve the community for the people who live and work in it.
Also can read: Andrew Lamberto – Succession Planning