Customer Service

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 Program Guidelines

 

KEYS TO EXCELLENCE CUSTOMER SERVICE AWARDS

ELIGIBILITY
1. Employees who have worked for the City of Salisbury for a minimum of six months.
2. Employees who have not been selected to receive an award within the previous two years.
 
NOMINATIONS
Citizens, visitors, city employees, and the public are encouraged to nominate employees who have provided exemplary service. Nomination forms will be available at various city facilities and from the Human Resources Department. Also, you can submit an nomination with our online form.
 
SELECTION COMMITTEE
The selection committee will consist of at least five members of the City of Salisbury Customer Service Design Team. Committee members will rotate annually.
 
SELECTION PROCESS
Quarterly honorees will be selected from among the nominations received. The committee will select examples of customer service that best demonstrate “going above and beyond”. The customer service experience should also embody one or more of the principles outlined in the “Ten Keys”. 

While specific instances of great service will be the primary focus, employees may also be nominated for
consistently providing excellent customer service. The selection committee will strive toward an equitable distribution of honorees among all city departments during the year. Each employee selected for recognition must also receive a favorable recommendation from his/her supervisor or department head.
 

 Awards and Recognitions

 

BRONZE LEVEL HONORS
Each quarter, up to four bronze honorees will be selected and announced. Each will receive a gift and a $50 bonus check. Recipients will be featured in the City of Salisbury newsletter and on Access 16. All bronze recipients will also be recognized at a special luncheon after the end of the year. 

Invitations for the luncheon will be extended to one guest per honoree and his/her supervisor, the Management Team, the City Manager, the Mayor and the Salisbury City Council.
 
SILVER AND GOLD LEVEL HONORS
One silver honoree and one gold honoree will be selected from among the bronze recipients by vote of the members of the Customer Service Design Team (representing Police, Fire, Utilities, Public Services, Management Services, Parks & Recreation, Land Management, Human Resources and Administration).

Recipients of the silver and gold honors will be revealed at the annual luncheon. The silver honoree will  receive a $100 bonus check. The gold honoree will receive a $200 bonus check. 
 

 Nomination Form

 

​We want to hear your story about how a City of Salisbiury employee provided excellent customer service!

Submit your story online here!

 

 Customer Service - Ten Keys

 

Customer Focus
 
Taking Time
 
Ownership
 
Exceeding Expectations
 
Consistently Excellent
 
Seamless Teamwork
 
Timely Follow-through
 
Successful Service Recovery
 
Respect and Dignity
 
Good Communications