FOCUS: Fulfilling Our Customers Through Unbeatable Service

About the Program

Category: Personnel Management, Employment and Training (Best in Category)

Year: 2009

FOCUS, which stands for “Fulfilling Our Customers through Unbeatable Service,” is a unique program developed by the Office of Employee Services and Quality Improvement. The purpose of the program is to help County employees to understand their role in fulfilling the County’s mission statement: to provide excellence in service. The FOCUS program is comprised of different courses taught throughout the full day by different facilitators. The courses feature distinctively different activities designed to provide employees with an interactive and fun experience that supports classroom interaction about customer service. The program strives to teach participants six core skills of customer service: flexibility, communication, respect, empathy, expertise, and initiative and are taught by various County employees selected from the County Toastmasters Club.