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Kannapolis starts program, Exceed Expectations

KANNAPOLIS ó As a part of an ongoing effort to enhance customer service, the city of Kannapolis has launched a new customer service brand.
The brand’s tagline, “Exceed Expectations,” was selected from 137 suggestions submitted by 33 city employees.
Three employees, Tonya Wilhelm, Candy Waller and Vicky Morris were recognized at the city’s annual employee appreciation luncheon for their entries in the contest to develop the name of the brand. Wilhelm and Waller work in the Kannapolis Police Department and Morris works in the Kannapolis Human Resource Department.
“Not only did city of Kannapolis employees pick the name of the new customer service brand,” said Kannapolis Human Resource Manager Tina Cline, “but a group of staff from multiple departments also led an effort to take charge of customer service and make sure the new program would meet the needs of Kannapolis residents.”
In addition to developing a new brand, the city will establish a new customer service center and hire a customer service manager during the 2009 fiscal year. These changes are the result of a customer service audit performed by Kannapolis last summer and address the areas where the city could improve service to residents.
“As we continue to grow as a city, it is important that we address issues like customer service,” said Kannapolis City Manager Mike Legg. “The audit performed last year showed that in many ways our employees were hampered in their ability to provide outstanding service because of antiquated facilities. The changes we are making will correct those issues and ensure that each resident is able to easily complete business with the City and receive the correct level of care.”
The plan for the Exceed Expectations program involves moving the water and sewer billing office from its current, substandard location to a new facility.
Included with that move will be a transformation of the existing water and sewer billing division of the Finance Department to a new Customer Service Division which will report directly to the city manager’s office. The new facility and customer service manager are expected to be in place and operational by Jan. 1, 2009.

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