The Town of Lincoln Ontario is reaffirming its commitment to ensuring that every resident and business within our community receives the highest standard of customer service.
They are excited to share the details of their ongoing and future efforts to enhance the customer experience, reinforcing their 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.
Background:
The 2018-2022 Council for the Town of Lincoln identified customer service as a strategic priority. With funding from the Municipal Modernization Fund, the Town partnered with KPMG in 2021 to develop a robust customer service strategy based on comprehensive research and feedback from both internal staff and external residents.
The Town of Lincoln’s vision for customer service in Lincoln is clear: to create a community where every interaction with the Town leaves residents feeling valued, respected, and satisfied. They are committed to fostering a culture of excellence in customer service and look forward to continuously improving our service delivery to meet the evolving needs of our community.
The Town of Lincoln is dedicated to enhancing the quality of life for its residents by providing high-quality services and fostering a community where people can grow, prosper, and belong. Through continuous improvement and innovation, the Town of Lincoln Ontario strives to be a leader in municipal governance and service delivery.
