City Champions Program

The City Champions Program – A Customer Service Initiative

The goal for our City Champions Program is to ensure that interacting and doing business with the City is a pleasurable, professional, and productive experience.  By implementing customer service core values, our City is able to have a reputation for having the best customer of any organization and, indeed, any other City in the state of Texas.

CUSTOMER SERVICE MISSION STATEMENT

Ensure that interacting and doing business with the City is a pleasurable, professional and productive experience.

CUSTOMER SERVICE VISION STATEMENT

Have a reputation for having the best customer service of any organization in Corpus Christi and, indeed, any other City in the State of Texas.

CUSTOMER SERVICE CORE VALUES
Strong Commitment
Integrity
Compassion
Accountability
Respect
Excellence

CUSTOMER SERVICE TAG LINE
We Will Help You Become A Champion!

ABOUT THE CITY CHAMPIONS PROGRAM

The purpose of The City Champions Program will be to train all employees at all levels of the City of Corpus Christi in customer service so they consistently practice behaviors which create a positive experience for all of our customers, both internal and external. We believe outstanding customer service will be our City’s most effective marketing tool.

REGISTER FOR LEVEL 2

Level 2 trainings are exclusively for employees who do not supervise or manage employees.

Water Utilities (Choke Canyon Conference Room)
January 25
February 1, 8 & 15
March 1, 8, 15, 16, 22 & 29
REGISTER HERE…>>

La Retama (La Retama Room)
January 26
February 9 & 23
March 9 & 23
REGISTER HERE…>>

Frost Bank (3rd Floor Conference Room)
January 27
February 3, 10, 17 & 24
March 3, 10, 17, 24 & 31
REGISTER HERE…>>

CCIA (Second Floor Conference Room) 
January 27
February 7 & 28
March 7, 21 & 28
REGISTER HERE…>>

Del Mar CED (Room 119)
February 2 & 16
March 2 & 30
REGISTER HERE…>>

O.N. Stevens Treatment Facility 
February 22
REGISTER HERE…>>

REGISTER FOR LEVEL 3 (SUPERVISORS, MANAGERS, & EXECUTIVE LEADERSHIP)

Level 3 trainings are exclusively for employees who supervise or manage employees.

January 27, 2017 9am-11am (City Hall- Basement Training Room) REGISTER HERE…>>

January 27, 2017 1pm-3pm (City Hall- Basement Training Room) REGISTER HERE…>>

February 3, 2017  9am-11am (City Hall- Basement Training Room) REGISTER HERE…>>

February 3, 2017 1pm-3pm (City Hall- Basement Training Room) REGISTER HERE…>>

Our Customer First Promisepromise

Definition of Our Customers:

Internal Customers: City Employees, City Board Members, and City Council Members

External Customers: Anyone, other than City employees, who request service and/or are affected by its policies. Examples may include: Engineers, Architects, Developers, Realtors, Builders, Contractors, Homeowners, Business Owners, and Neighborhood Associations.

LEVEL 1

FREQUENCY: ONE-TIME

Module 1: Getting Started
Mission, Vision, Core Values

Module 2: Champion Customer Service, Defined
Internal and External Customers
Internal Service is just as important as External Service
Our Customer First Promise
Focusing and Prioritizing the Top Expectations of Customers

Module 3: Attitude
A Formula for Success
Having Influence in the Organization

Module 4: Personality Styles
Understanding Styles
Typing Ourselves and Others

Module 5: Listening Skills
Three Styles of Listening
Removing Obstacles to Listening and Proactive Listening Habits
Handling Customers

Module 6: Acclimating to a Successful Career at the City of Corpus Christi
Explore important components of The Learning Institute
Gain insight into policies and procedures

LEVEL 2

FREQUENCY: ANNUAL

Module 1: Getting Started

Module 2: Champion Customer Service, Defined Part 2
More than what you say or do
Finding out what the customer wants
Ensuring customer satisfaction

Module 3: First Impressions – Face to Face Interactions
The “face” of the organization: YOU!
A Champion Attitude
Listening with Empathy
Responding to Customer Needs
Verbal and Nonverbal Communication
Managing Conflict

Module 4: Communication Matters
Our Communication Zones:
Communicating with Customers
Communicating with Colleagues
Communicating with Your Team
Communicating with Management
Communicating with the Community

Module 5: Tough Talk: Challenging Communications
Giving Bad News
Providing internal feedback
Reporting versus “telling”

Module 6: Champions 24/7: Behaving On — and Off — the Job
On The Job: Champion Teamwork
Off the Job: You’re the Face of Your Workplace – and the City!
Being a Role Model: Walking the Talk
Do’s and Don’ts When Out and About

Module 7: Asking for help
Smart People Ask for Help!
Do Your Homework First
Be Specific
Asking for Help When Dealing With Conflict
Return the favor

Module 8: Finding Value in Our Workplace
Customers, Co-Workers, Career
Setting SMART Goals
The Three P’s

Module 9: Conclusion
Q&A/Comments
Feedback
Final Thoughts

LEVEL 3

FREQUENCY: ANNUAL

Module 1: Getting Started

Module 2: Champion Customer Service, Defined For Supervisors and Managers
What is The City Champion Program?
Levels of Training
Understanding your role as a supervisor
Tips for Giving and Receiving Feedback

Module 3: Employee Recognition
Peer to Peer Recognition
On the Spot Recognition
Career and Milestone Recognition

Module 4: Performance Evaluations
Accountability and Leadership
Performance Points
Training and Tools
Reporting and Measurement

Module 5: Complaint Resolution
Conflict Resolution
Employee Experience
Interpersonal Skills
Stress Management

Module 6: Action Planning
Innovative ways to gain employee commitment
Coaching your team

Module 7: Conclusion
Q&A/Comments
Feedback
Final Thoughts