If the Customer

Experience is High-

Wire Act

Then Customer Service is

the NET

Employee Engagement is defined as the extent to which employees are satisfied with their jobs and are committed to their work and their organization.

Client Satisfaction

Confidence and Trust in the City of

Ottawa

Employee Engagement

OperationalPerformance

Job Satisfaction

Commitment

Employee Engagement

How do we achieve Service Excellence?

“There are no traffic jams along the extra mile.”

-ROGER STAUBACH

Handling an Angry Customer

• Use the EAR method – E – Empathize– A – Acknowledge/Apologize – R - Responsibility