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RLACC 2019 Business Plan: Customer Service Division

Posted by: JustinFreeman on Monday, March 4, 2019

As seen in the March edition of the Chamber Voice, the 2019 Business Plan was created to introduce you to the Strategic Plan’s Critical Success Factors and supporting Program of Work. Our mission is “to be the voice of business, to promote and initiate responsible economic growth, and to address community challenges in the Rogers-Lowell Area and region.” We’re celebrating our 97th year as the premier advocacy organization for business and we take our leadership role of being the Keeper of the Community Vision and Voice of Business seriously.

To accomplish our mission, we’re growing business and building community through mission-based strategic focus areas and increased collaboration with our members, partners and investors. Strategic areas of focus include economic development, downtown development, workforce recruitment and retention, government affairs, small business outreach, destination marketing, community education and leadership programs, and long-range community planning to improve quality of life. Below is the Business Plan for the Customer Service Division.

Customer Service

The Customer Service division’s mission is to provide excellent customer service to external and internal customers. The team works to support the Chamber’s staff in reaching their goals. The division also strives to provide quality information to our visitors, members, new residents and board members to help them with the information they need about the Rogers-Lowell Area and Chamber. The team helps provide cohesion within the Chamber and Community through communications, processes, and procedures.

Strategic Focus Area:

  • Promote cohesion within customer service department and other departments by building more effective communication and procedures

Division Goals:

  • Provide Excellent Internal Customer Service to Our Team Members

SMARTY Objectives:
1. Define roles and duties as head of operations as it pertains to internal customer service.

Actions (Strategies and Tactics):
-Assess what needs are for processes and procedures and what procedure works best for each team member involved in the process
-Revise job descriptions for information specialist position
-Work with information specialist(s) to set team goals and individual goals.
-Meet weekly to encourage individual team members, go over schedules and chamber needs to provide the best internal customer service possible.

2. Build towards 100% customer satisfaction guaranteed model.

Actions (Strategies and Tactics):
-Define job roles for each customer service team members position
-Cross-train within the department and with other departments
-Provide tools needed for each team member to be successful
-Attend Time Management Training and share with team members
-Survey staff to identify potential gaps in service and solve

  • Provide Excellent External Customer Service

SMARTY Objectives:
1. Provide 5-Star customer service to our Capital Campaign Donors.

Actions (Strategies and Tactics):
-Evaluate our process on how checks and thank you notes are sent out and documented.
-Better define communication between chamber and donors
-Attend Time Management Training

2. Launch RDF Scholarship website by 6/1/2019.

Actions (Strategies and Tactics):
-Work with Accriscoft and Scholarship Team to determine the flow of the scholarship page
-Provide staff training
-Provide communication and training to outside people who work with this program
-Provide clear direction and communication to students, parents, schools, and donors
-Provide a streamlined process for students to receive scholarship payments

3. Build a more effective line of communication between board leadership and staff.

Actions (Strategies and Tactics):
-Email summary of BOD meetings to staff after each meeting
-Email summary of staff meetings to staff after each Tuesday meeting

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