CUSTOMER SERVICE POLICY

Statement of Policy:  The purpose of this policy is to provide a procedure in demonstrating excellent customer services.  Our statement of mission and values states that our purpose is to maintain the highest standards of service in insuring the perpetuity of records for the public and, to faithfully and accurately perform the duties of this office as set out by law.

General Policy Guidelines:Visiting or calling the courthouse may be a frightening experience for some citizens.  As employees of the Clerk of Superior Court, it is your responsibility to make sure each customer-client is treated the way we would like to be treated.  We must be more courteous, efficient and knowledgeable when serving the public.  Every aspect of our job effects people’s property and liberties.  We must also demonstrate a willing, helpful and positive attitude toward employees in the Clerk’s office as well as other county offices.

 When customers contact our office in person or by telephone, they should receive friendly, helpful service.  The telephone should be answered by the third ring.  If more than one line is ringing, place each call on hold and go back to each call in sequence.  Assist customers who are physically in the office before returning to the telephone.  If you must transfer a caller, put the caller on hold and dial the number to see if you are contacting the correct office to handle your caller’s request and/or stay on the line with the caller to make sure the call was properly received.

 If you are unable to satisfy a difficult customer, refer them to a supervisor.  Never treat the customer as an inconvenience.  If mistakes are made, smooth out the situation as soon as possible.  Apologize and take immediate action to correct the situation.

 If an employee received a complaint, especially where the customer alleges rude treatment and uncooperative service, the employee may be directed by Juanita Hicks, Karen Calloway or the immediate manager or supervisor to apologize to the customer.  The apology may be written or verbal.  Failure to apologize as instructed will result in disciplinary action under PR1800.2 Art.11B.  In addition, employee’s who receive frequent complaints, or as many as three complaints in a quarter, may be disciplined under PR1800.2 Art11B – Insubordination.  First offense is a written warning.  The act of apologizing does not diminish the possibility of discipline, as certain rude treatment and uncooperative service must be disciplined.  Each case will be evaluated on a case-by-case basis.  As public servants, our customers must be made to feel that we have treated them professionally and fairly at all times.