Lead with Customer Service

On April 16, 2025 I attended our Department of Parks, Recreation and Cultural Affairs Customer Service Training. This hour and a half long training hosted by Keisha Dickens and Mary Ann was held at the Dula Community Center.

For the first two years of my career with the city of Las Vegas, my office was across the hall from this multi-purpose space. Often used for banquets or department luncheons, the space is also used for training as well as arts and craft activities. Today we discussed the importance and elements of good customer service.

As city employees, we are expected to be kind, committed and smart -- and to apply these characteristics to our job, especially when it comes to engaging with customers in our facilities. Exceptional service starts with a natural compassion and curiosity for our visitors. We should understand their wants and needs as well as the barriers to those wants and needs. This could include our own instinctive bias, generalizations and limitations of resources.

While it is impossible to create the perfect formula to give each person a magical Customer Service experience, there is a helpful framework that you can apply to most situations for more positive outcomes. With some personalization, this framework, I'll call "L.E.A.D. with Customer Service" will help you communicate effectively with customers for a more rewarding experience.

L.E.A.D. with Customer Service:

L = Listen

Listening means to be present. Ask Questions. Provide non-verbal cues that indicate you truly hear and care about what the person is saying or suggesting. Try to understand the customer wants, needs and concerns.

E = Engage

Make a good first and lasting impression. Smile and maintain eye contact. Greet them verbally. Exert positive energy, respecting newcomers and returning visitors alike.

A = Act with Accountability

Take a minute to meet their needs or solve their concerns. Take the initiative and go the extra mile. Set the example; be on time and ready to work. Demonstrate your passion and pride through quality work. Follow up with important documents and/or ensure compliance with department policy and procedures.

D = Deliver Results

Be efficient and act quickly. Follow through. Think of ways you can promptly solve people's problems. Create a culture of "FUN!" so when someone leaves the facility, they are already to come back or speak highly of their experience.

The elements of effective communication for providing quality customer service includes (but not limited to) active listening, clear responses, and positive tone of voice and non-verbal cues. Superior product knowledge and the ability to solve problems is paramount.

Some simple steps to handle complaints:

1. Acknowledge the issue; validate concerns

2. Stay calm and reassuring.

3. Apologize and empathize when necessary

4. Offer a solution

5. Confirm satisfaction/Follow up.
   

If you are unable to handle the situation directly, you will want to get your supervisor involved. Again, remain professional, reserving judgement/blame and stay positive. Use each situation as a learning lesson. You'll find you can handle most any situation... which in the field of Parks & Recreation are endless!

During the training, we were encouraged to ask questions and engage in group discussion. We also had an activity where we put our name at the top of an index card, passed it around for people to write comments about the person whose name was on the card. People had some really lovely comments about me, which helped finish the training on a positive note (pardon the pun).