RFCS Goal Tracking 2012

2012 Customer Service Work Plan

Sadie

RFC Survey

03/01/2012 - 04/30/2012

Develop and conduct an internal customer service survey for front line staff to look to improve customer service.
March – April

Staff Storage

04/01/2012 - 05/31/2012

Create a secure location for customer service staff belongings, develop policy on use, and train staff.
April - May

CC Merchandise

05/01/2012 - 12/31/2012

Install merchandize display cases in Community Centre, promote merchandize sales and collect sales data.
May - Dec

Society Membership Renewal Drive

06/01/2012 - 09/01/2012

Launch the Society Membership Renewal drive.

June-Sept

Hand Scanners

06/01/2012 - 10/31/2012

Purchase two new hand scanners, create procedures and train staff, implemented and put into uses at the Community for accurate pass verification and evaluate effectiveness.

June - October
CC Capital project $4870

Customer Service Training Session

09/01/2012 - 10/31/2012

Hold two Customer Service training sessions for all RFC’s in 2012 include quality customer service revised procedures manual and review customer service mission statement.
April – October

Jon

Customer Service Trends

01/01/2012 - 12/31/2012

Gather Stats and analyze to better understand and refine the registration and customer service trends with the goal to anticipate service and schedule staff accordingly.

Jan-Dec

Policy and Procedure Binder

01/01/2012 - 04/30/2012

Review and revise customer service policies and procedures create and update policy and procedures manual for customer service staff and present at staff training.
Jan-April

CC Merchandise

05/01/2012 - 06/30/2012

Install merchandize display cases in Community Centre, promote merchandize sales and collect sales data.
May-Dec

Society Membership Renewal Drive

06/01/2012 - 09/01/2012

Launch the Society Membership Renewal drive.
June - Sept

Anne

SC Hand Scanners

03/01/2012 - 10/31/2012

Implement hand scanners at the Seniors Centre to assist with membership retention during café usage and drop in. Develop procedures, train staff and volunteers.

March-October

Seniors Centre capital project $9,100

Enhance Visibility of Online Facility Schedules

06/01/2012 - 08/31/2012

Enhance visibility of online facility schedules.

June-Aug

Sandra

Customer Service Training Session

04/01/2012 - 05/31/2012

Hold two Customer Service training sessions for all RFC’s in 2012 include quality customer service revised procedures manual and review customer service mission statement.

April – October

Arena Tech Updates

05/01/2012 - 09/30/2012

(Omit and move to Capital budget section) Install wireless access at the Ice Arena, buy a laptop, put a usage procedure in place and train staff on how to use during lesson time.

Arena capital project $4,600

Tania

Performance Reviews for Casuals

03/01/2012 - 11/30/2012

Develop and complete modified performance reviews for all casual RFC’s.
March - November

Society Membership Renewal Drive

06/01/2012 - 09/01/2012

Launch the Society Membership Renewal drive.
June-Sept

Teambuilding Session

07/01/2012 - 07/31/2012

Plan, host and evaluate a teambuilding session for all permanent RFC staff.

April -July