One of the goals in Cobourg Council’s current Strategic Plan is “Service Excellence” and it’s planned to implement this by building on the Customer Service Strategy as outlined in the report by consultant CSPN in May of 2023. Part of this includes a “Service Desk” in the lobby of Victoria Hall. The idea being that questions from the public in person, by phone or email would all be first directed to a Customer Service Representative. But there’s more to the Strategy than that – Staff have reviewed the consultant’s report and at their next regular meeting, Council will be asked to approve a Customer Service and Implementation Plan. Details are below but one major item is the implementation of KPIs… Read complete articleCustomer Service Gets New Emphasis