Committed customer service	Friday, February 20, 2004
Enzo Rotatori	Metrowest Daily News
As a public service, I would like to present to your readers the town of Framingham's "Customer Service Policy," in condensed form as information of general interest to town residents. In 2000, our board of selectmen adopted a formal customer service policy which was made available to town meeting members by our town manager, George King Jr., on May 3, 2000. All inquires by either phone or writing will be responded to by the proper person in an expedient manner. Phone calls placed to a specific person are to be taken whenever possible. Initial phone messages must be returned within a 24-hour period. Employees of all levels must adhere to this time line. If an employee is not available, the caller should be given that information and informed when the person will be available. Alternative help should of course be offered in the interim. All written inquiries, be they complaints, compliments or suggestions, should be acknowledge in an appropriate manner. The initial response should be within no more than three days of receipt of a letter. The value of automated phone answering systems should not be discounted solely in the pursuit of excellence in customer service. Any department that has such a device must assure that it can easily be bypassed to achieve direct contact with the office. Interested residents should be able to obtain a complete copy of this four-page document from the town manager's office at a cost of 20 cents per page as a copying charge. Additional titles found on this document were: employee responsibility, standards of performance and internal service departments. I elected to extract phone and written inquiries because I felt that this standard would be the one which impacted most residents.

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