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

2. 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?

3. 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

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

5. 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

6. 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

7. 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

8. Survey Samples

9. Customer Service Strategy
Improvement
Opportunities
Results
Solutions
Strategies

10. 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

11. Comments: GoPlay@largo.com
Questions / Comments
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