CITY OF DOTHAN CUSTOMER SERVICE

In 2003, the City of Dothan entered into a journey by making a commitment to provide customer service to citizens and visitors that is consistent, professional, and first-class.  An eighteen-member team comprised of city employees representing all departments, met monthly and developed Seven Customer Service Standards for employees to exhibit. 

Beginning in February 2004, one Customer Service Standard was introduced by the Customer Service Team in 15 minute on-site meetings that included training and materials.  Below are the Seven Customer Service Standards that are now part of Dothan City Government's Customer Service Initiative:

• Immediately Smile, Acknowledge, Greet

• Focus on the Customer

• Maintain a Professional Image

• Maintain a Positive Workplace Image

• Extend Communication Courtesies

• Reflect Pride and A Positive Attitude

• Follow through, A-Z

SEC CHAMPION

Each month, employees nominate a co-worker who exhibits effective leadership on specific assignments; demonstrates positive service to a customer or co-worker; goes "above and beyond" the call of duty; assumes pride and ownership in a special project; and consistently embraces the seven service standards.  A SEC Champion is selected from a pool of nominees and presented with a SEC Champion Certificate, along with a photo and brief narrative posted on Departmental Bulletin Boards.  Additionally, a tree is planted in their honor at Westgate Park. 

Banners, signs, posters, and other publicity materials are posted at City of Dothan facilities as a reminder to employees to Catch the SEC Spirit!

Service – Excellence – Commitment. 

The Dothan Way!