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Use Cases
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Resources
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Pricing
RFCS Goal Tracking 2012
2012 Customer Service Work Plan
2012 Customer Service Work Plan
Sadie
RFC Survey
03/01/2012 - 04/30/2012
% complete
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
% complete
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
% complete
Install merchandize display cases in Community Centre, promote merchandize sales and collect sales data.
May - Dec
Hand Scanners
06/01/2012 - 10/31/2012
% complete
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
Society Membership Renewal Drive
06/01/2012 - 09/01/2012
% complete
Launch the Society Membership Renewal drive.
June-Sept
Customer Service Training Session
09/01/2012 - 10/31/2012
% complete
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
% complete
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
% complete
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
% complete
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
% complete
Launch the Society Membership Renewal drive.
June - Sept
Anne
SC Hand Scanners
03/01/2012 - 10/31/2012
% complete
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
% complete
Enhance visibility of online facility schedules.
June-Aug
Sandra
Customer Service Training Session
04/01/2012 - 05/31/2012
% complete
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
% complete
(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
% complete
Develop and complete modified performance reviews for all casual RFC’s.
March - November
Society Membership Renewal Drive
06/01/2012 - 09/01/2012
% complete
Launch the Society Membership Renewal drive.
June-Sept
Teambuilding Session
07/01/2012 - 07/31/2012
% complete
Plan, host and evaluate a teambuilding session for all permanent RFC staff.
April -July