|Shannon Logan, Murfreesboro’s Service Excellence coordinator, hit the ground running earlier this year when she took the helm of a newly created position, and her hard work is paying off.
The city of Murfreesboro is now on the verge of implementing its new Succeed Through Attitudes Reflecting Service Excellence employee recognition and reward program honoring those who go the extra mile in providing good customer service, according to officials.
Other city employees, as well as the general public, may make nominations, and a winner will be announced each month.
The Murfreesboro City Council has identified four core actions that characterize great service: treating customers with respect, exceeding standards customers’ expectations, delivering value and quality service, and providing convenience and one-stop shopping.
STARS takes one more step toward recognizing those who embody these core service values.
“The city of Murfreesboro is implementing a new recognition program geared to engage our employees by motivating our workforce through recognition of contributions made through service excellence,” said Jim Crumley, assistant city manager for Murfreesboro. “We are excited about the impact STARS will have on encouraging everyday service excellence in our organization.”
Public Information Officer Chris Schofner said STARS is a new initiative designed to drive and enforce the ideals set forth in the program by “building a culture of service and recognition that acknowledges the value employees add to the city through their many outstanding customer service interactions.”
Guidelines for eligibility and timing of these awards are outlined in the STARS Employee Recognition Program Rules and Procedures for Fiscal Year 2013, which has been provided to each department for review and is available on the city’s website.
The STARS program has also been codified and amended to the employee handbook Section 1038 in the City’s Employee handbook.
The policy details the rewards winners will receive.
Each month, one employee, or possibly a team of employees, will be publicly recognized for his or her achievements. Nominations for the program are due no later than the last business day of the month to be considered for that month’s award.
Winners will be announced by the 10th day of the following month.
“The city’s employees are great at providing customer support at all levels,” City Manager Rob Lyons said. “Both the City Council and myself recognize a reward and recognition program delivers the motivation needed to maintain that level of support.”