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City Launches STARR Customer Service Program

STARR Customer Service Program

The results of the most recent Citizen Satisfaction Survey in January 2013, found that Ashlanders believe they get excellent customer service when interacting with City of Ashland employees. The positive customer service ratings did not go unnoticed by City administration.  City Administrator Dave Kanner is making a point of ensuring that excellent customer service for the citizens of Ashland remains a top priority for City employees.

With this in mind, the City recently launched an initiative aimed at keeping customer service top-of-mind with employees at all levels in the organization.  With the help of an internal employee focus group, the STARR customer service program was born. The program reinforces the City’s message of consistently delivering high-quality service to our customers. The City will use the customer service standards in a variety of ways to foster a work environment that is customer-focused. Customer service standards will be incorporated into the City’s hiring process and employee performance evaluations.  Additionally, the City will provide ongoing training to remind employees that every interaction with a customer is an opportunity demonstrate our professionalism and be a STARR

(S) solution-oriented   
(T) trained 
(A) accessible 
(R) responsive 
(R) reliable 

Positive reinforcement is key to advancing our customer service initiative. A feedback link has been established on the City’s website so customers can acknowledge City of Ashland employees who go above and beyond in the delivery of service. We invite you to share your experience with us so we can publicly recognize City employees for their efforts, and reinforce our message of excellent customer service.  
Please visit and click on the STARR link on our homepage.  

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