Leaders commit to customers, employees
May 27, 2010
Col. Lillian Dixon, garrison commander, and Dave Harmon, Family and MWR director, will sign a covenant aimed at showing customers that Family and MWR is committed to taking care of customers. The Employee and Customer Covenant will be signed during a 3 p.m. ceremony, June 4 at the NCO Club.
The covenant, an Armywide version of which was signed by Maj. Gen. Reuben Jones, Family and MWR commander Jan. 25, is part of the command's new comprehensive customer service program aimed at creating and sustaining a customer service culture.
"At Family and MWR, we take customer service very seriously. We always strive to offer the best services and programs to all of our customers - Soldiers, Family Members, retirees and civilians alike," said Theresa O'Hagan, Family and MWR marketing specialist.
"This is just taking it to the next level and putting customer service excellence at the top of the mind for all our employees. The Employee and Customer Covenant signing ceremony is an opportunity to formally recognize those who have been providing excellent service all along and to reaffirm our commitment to customer service excellence."
The ceremony will conclude with an awards ceremony.
Lisa Dula, customer service coordinator for Family and MWR Command, said the revamped customer service program is aimed at enhancing both the customer and employee experience.
"The (covenant) is actually a promise we're making to customers and employees that we're going to give them everything they need to be successful," she said, adding that this new covenant falls in line with the principles behind the Army Family Covenant. "In order to keep the family member happy, we have to take care of our employees, as well."
Employees will also receive some updated training as part of the Operation Excellence program, which includes professional development, customer service training and team member orientation, which is new.
The program also adds an employee recognition program, which Dula says will reward those employees who go the extra mile for family members and Soldiers.