Customer Service Excellence

Since February of 2014, at monthly staff meetings, NW staff members reviewed the MLS service principle "I L.E.A.R.N. to wow the customer" by using the L.E.A.R.N. process of listening, empathizing, apologizing, reacting, and notifying to resolve now. Through role-playing scenarios, the staff practiced the use of this customer service recovery model. Beginning in 2015, the NW staff members will attend the Customer Service Excellence training offered through the Planning department.