Internal and External Customer Service. shared by Team Leader Shammi Gill.

Hi – Every employee in Neighborhood Libraries is expected to provide exceptional customer service – the HPL way.

There are some expectations from the City as well and I have taken an excerpt from page 6 of the Employee Guidebook to share with you. Please review the entire Guidebook for useful information.

Section III – Employee Relations: What’s Expected of You?

Employees truly communicate the spirit and pride of the City of Houston to its residents and the general public. Therefore, it is important as an employee of the city serving the public, that you always demonstrate patience, courtesy, respect, and understanding to all customers, both internal and external. We must treat everyone as a valued customer.
You can do this by delivering services quickly and by treating all people with courtesy and respect. Not only is it important that the public is treated this way, but it is also required that you treat all other employees with the same respect and courtesy.

The City of Houston Code of Ordinances, as well as the policies and procedures of the City and your department, contain many provisions regarding your employment, as well as various rules you are expected to follow. We expect you to be productive, to adhere to the rules and policies of each department and the city, and to demonstrate a considerate, cooperative, and constructive attitude to the public and your fellow employees. It is your duty to become familiar with these policies and procedures, and if you have any questions to ask your supervisor or manager.

Poor performance, inappropriate work behavior, and poor attendance are issues your supervisor could address with disciplinary action. We expect you to report when scheduled and be ready to work a full productive day. You are required to follow your management’s directions, be cooperative with them and your fellow employees, and work in a professional and polite manner. You are responsible for familiarizing yourself with the policies of the city and your department, as not everything is covered in this Manual and those policies are subject to change.

You can access the Guidebook any time from www.houstonhumanresources.org