Hi – Every
employee in Neighborhood Libraries is expected to provide exceptional customer
service – the HPL way. Every one took the mandatory Customer Service training
not too long ago. Do you have any staff members that need to take the Customer
Service: HPL Way training?
There are some
expectations from the City as well and I have taken an excerpt from page 6 of
the Employee Guidebook to share with you. Please review the entire Guidebook
for useful information.
Section III –
Employee Relations: What’s Expected of You?
Employees truly
communicate the spirit and pride of the City of Houston to its residents and
the general public. Therefore, it is important as an employee of the city
serving the public, that you always demonstrate patience, courtesy, respect,
and understanding to all customers, both internal and external. We must treat
everyone as a valued customer.
You can do this
by delivering services quickly and by treating all people with courtesy and
respect. Not only is it important that the public is treated this way, but it
is also required that you treat all other employees with the same respect and
courtesy.
The
City of Houston Code of Ordinances, as well as the policies and procedures of
the City and your department, contain many provisions regarding your employment,
as well as various rules you are expected to follow. We expect you to be
productive, to adhere to the rules and policies of each department and the
city, and to demonstrate a considerate, cooperative, and constructive attitude
to the public and your fellow employees. It is your duty to become familiar
with these policies and procedures, and if you have any questions to ask your
supervisor or manager.
Poor
performance, inappropriate work behavior, and poor attendance are issues your
supervisor could address with disciplinary action. We expect you to
report when scheduled and be ready to work a full productive day. You are
required to follow your management’s directions, be cooperative with them and
your fellow employees, and work in a professional and polite manner.
You are responsible for familiarizing yourself with the policies of the city
and your department, as not everything is covered in this Manual and those
policies are subject to change.
Please share the
information with all your staff in your next staff meeting and let your Team
Leader know if you have any question.
Thank you,
Shammi
