Page 9 - Boca ViewPointe - October '24

October 2024 Viewpointe, Page 9
Tax Talk

Dear Friends: “Customer service directly impacts public trust and our meetings. The managers jokingly ask one another, WWJD:
Our office was recently satisfaction. When residents interact with us, they often do so What Would Jim Do? And the answer is: serve the client.”
advised by the Florida during critical moments in their lives, original identification He adds that an important component to success – both for
Highway Patrol (FHP) that issuance, driver license testing, vehicle ownership, or his team and for the customer experience – is recognition. “When
they are warning drivers establishing a new business. Our focus on exceptional clients leave a positive review for an employee, that feedback
who have illegal Florida customer service ensures that these interactions are efficient is passed along.”
license plates, which have and respectful, which can significantly enhance the public’s “As a leader, I think it is my responsibility to recognize my
been altered or customized, perception of the government.” – Matthew Johnson, team for the good that they do, knowing that leads to better
such as with air brushing Westlake Service Center Manager customer service,” says Jim.
or vinyl wrapping. In fact, “The goal of our customer service is to build trust with And what about when things are not going perfectly? Jim
since 2020 citations for our clients through communication and knowledge of our notes that, “We have a great team environment for discussing
unlawful altered Florida services. We strive every day to do this by incorporating challenges.”
license plates have the LEAP principles (listening, empathizing, apologizing, A common concern voiced by clients is the long lead time
increased nearly 100 problem solving) with all our interactions allowing us to for making a reservation at one of our service centers.
percent. FHP is being provide exceptional service.” – Michelle Arias, Central “We’re researching a whole new reservation system,” Jim
proactive in raising Service Center Manager says. “The goal is to enable us to take more clients by decreasing
awareness of this and if the lead time.”
you are caught with one Faces Of The Tax Collector’s Office – James Stay tuned to future editions of Tax Talk to read about
of these customized or McConnell improvements we are making in our service centers and across
altered plates, you can receive a moving violation citation, the agency. And keep an eye out for opportunities to learn more
which includes a fine of $60 (plus fees) and three points on Title: Chief Operations Officer about our team and how we are serving you in upcoming “Faces
your license! If you have one of these altered Florida license Hometown: Wildwood, NJ of the TCO” profiles! 
plates and it cannot be returned to its original condition, I Favorite Activity: Attending various cultural events in Palm
strongly encourage you to make a reservation to visit one Beach County and beyond
of our service centers to get a replacement license plate by Favorite Food: Veal chop
visiting www.pbctax.com/reservations. There are more than 330
Anne M. Gannon, tax collector’s office (TCO)
Constitutional Tax Collector, employees, and I thought you
Serving Palm Beach County might be interested in getting
to know some of them. We
Customer Service Appreciation Week – Going will start with someone who
Above And Beyond! is behind the scenes, but
very much a part of your
At our office, we make customer service our No. 1 experience as a client.
priority! In honor of Customer Service Appreciation Week, Jim McConnell, our chief Jim with his shih-tzu, Charlie
October 7 to 11, I asked a few of our service center managers operations officer, is a member
to share their thoughts on exceptional customer service and of our senior leadership team, and he oversees the operation of
here is what they had to say: our six service centers throughout the county. Jim is responsible
“Exceptional client service enhances our agency’s for approximately 200 employees who provide service to our
reputation. Quality customer service is the distinguishing clients, so I asked Jim how he helps ensure that our clients receive
factor that sets us apart from other agencies. We prioritize the exceptional customer service during each visit.
client’s needs by being effective and empathetic.” – Brian Jim says, “I’ve given my managers the ability to make
Applebaum, South County Service Center Manager decisions on their own. We talk about customer service in most of

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