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City turning to reward program to improve customer service

The city of Bryan, Texas, is seeking to improve its services by focusing on the customer's experience.

The city of Bryan, Texas, is seeking to improve its services by focusing on the customer's experience.

The Bryan Eagle reports that the city council recently approved a strategic plan that includes a citywide customer service program. The goal is to alter how the city's agencies are perceived by the public, while delivering better quality service. To achieve this goal, the city is examining its practices and looking to empower employees as a way to make municipal departments more accessible to the public.

"We worked very hard to make sure all staff was trained in customer service and ensure that our processes and procedures were customer-friendly, business-friendly," city secretary Mary Lynne Stratta told the source. "We think it's time to refocus on customer service."

The Bryan city council is considering using an employee reward program to emphasize the importance of customer service. These initiatives are often successful at creating lasting-change by recognizing the performance of individuals who go out of their way to make customers happy.

Reward programs are cost-effective ways to boost morale and generate excitement about new initiatives. By establishing clear guidelines and goals for employees, any organization can change its approach to customer service, production, marketing and other essential business functions.

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