Customer service desk expands service range
20-11-2024 10:25 p.m.
COBOURG
The simple customer service desk in the Victoria Hall lobby has gone beyond simple question-and-answer service to offer a wide range of real services that people need.
Chief Administrative Officer Tracey Vaughan shared with Cobourg council the wide variety of services offered at the new customer service desk in the lobby of Victoria Hall.
In addition to being able to offer transit passes, Vaughan said, they can also sell and print concert and show tickets on behalf of the Victoria Hall Concert Hall on the second floor.
“This allows the Concert Hall co-ordinators more time for other tasks,” she noted.
“As well, the Concert Hall phone line now goes directly to the customer service desk for more efficient responses. Residents get a real person in real time, while the Concert Hall facilitators are out and about doing the important work they do.
“You can get your dog licenses there, so the Legislative Services division can stay at their desks doing their important work and you're not navigating through Victoria Hall trying to find your way.
“And tax payments. Arrangements are being finalized to accept tax payments at the service desk, which we're expecting to launch within the next week.”
The idea is to make it easier to get certain services in a place where everyone is comfortable.
Meanwhile, Vaughan said, annual customer service reports will identify trends and concerns that can inform how divisions do their work and prepare their budgets.
“All those phone calls, e-mails and walk-ins are captured and looked at for what the resident wanted to ask, how we answered, what were the outcomes.”
As a result, she said, those at the customer service are even better equipped to help people in whatever way is required.