Beyond Customer Service to Customer Engagement Joan Byrne – Director Christina Lorenz – Customer Service Committee Chairman

Overview of Department Mission, Vision, Values Accredited NRPA Awards FRPA Agency Awards Other Awards ROI / Revenue Driven Goals / Objectives Where Does Customer Engagement Fit Into Our Organization?

Improving Opportunities -Surveys -Focus Groups -Secret Shoppers -Observation (Patron Input) -Recreation, Parks & Arts Advisory Board Recreation Advisory Board Community Focus Groups Citizens joining community conversation

Develop Solutions Appointed a Committee Hired a trainer Invited a variety of service industries to share their customer service strategies

Implemented Strategies G.O. P.L.A.Y. -What is G.O. P.L.A.Y. -New Employee Orientation -Go Play Pal Program -Employee Contract -Go Play Cards -Evals on Staff -Shirts (Fridays) -Annual Employee Recognition

Evaluated Results -Quarterly Department Surveys -Continuous Training -Expanded Secret Shopper -Analyzed Results -Celebrated Results -Expanded our definition of customers beyond who came into our door

Community Outreach -Community Connection -Crime Stopper & other Dept. -HOA, MHP, Churches, Businesses -Corp. Business Membership -Maximum Promotion -Community Voucher Program -Hotel Brochure Program -Surrounding Communities

Survey Samples

Customer Service Strategy Improvement Opportunities Results Solutions Strategies

What our Customers are Saying about US! “I'm writing to express our thanks for your contribution to the playground area at Largo Central Park. It is the best play area we have seen in all our travels.” - Brian Ledingham, Vancouver, Canada “We would like to thank you for your golf outing offered on September 29. We know that it took a great effort to produce a successful day. Your volunteers were great! Hats off to you all!” - Mr. & Mrs. Peter Baumgartner “I wanted to commend you on the conduct of one of your employees at the Largo Southwest Recreation Complex. Jeannie met me at the reception desk with a smile on her face, and was most pleasant and helpful when I signed up for the Silver Sneakers program. She is an excellent example of professionalism and friendliness, and is to be commended.” - Barbera L. Buffington

Comments: GoPlay@largo.com Questions / Comments (727) 587-6720 jbyrne@largo.com cheubel@largo.com Comments: GoPlay@largo.com