Page 22 - Southern Exposure - October '24

Page 22, Southern Exposure

loCal govErnMEnt from page 20
Tax Talk

Dear Friends: “The goal of our customer service is to build trust with “As a leader, I think it is my responsibility to recognize
Our office was recently our clients through communication and knowledge of our my team for the good that they do, knowing that leads to
advised by the Florida services. We strive every day to do this by incorporating better customer service,” says Jim.
Highway Patrol (FHP) that the LEAP principles (listening, empathizing, apologizing, And what about when things are not going perfectly?
they are warning drivers who problem solving) with all our interactions allowing us to Jim notes that, “We have a great team environment for
have illegal Florida license provide exceptional service.” – Michelle Arias, Central discussing challenges.”
plates, which have been altered Service Center Manager A common concern voiced by clients is the long lead
or customized, such as with air time for making a reservation at one of our service centers.
brushing or vinyl wrapping. Faces Of The Tax Collector’s “We’re researching a whole new reservation system,”
In fact, since 2020 citations Jim says. “The goal is to enable us to take more clients
for unlawful altered Florida Office – James McConnell by decreasing the lead time.”
license plates have increased Stay tuned to future editions of Tax Talk to read about
nearly 100 percent. FHP is being proactive in raising awareness Title: Chief Operations improvements we are making in our service centers and
of this and if you are caught with one of these customized or Officer across the agency. And keep an eye out for opportunities
altered plates, you can receive Hometown: Wildwood, NJ to learn more about our team and how we are serving you
a moving violation citation, Favorite Activity: Attending in upcoming “Faces of the TCO” profiles!
which includes a fine of $60 various cultural events in
(plus fees) and three points Palm Beach County and
on your license! If you have beyond
one of these altered Florida Favorite Food: Veal chop
license plates and it cannot be returned to its original condition, There are more than 330
I strongly encourage you to make a reservation to visit one of tax collector’s office (TCO) Jim with his shih-tzu, Charlie
our service centers to get a replacement license plate by visiting employees, and I thought you
www.pbctax.com/reservations. might be interested in getting to know some of them. We will
Anne M. Gannon, start with someone who is behind the scenes, but very much
Constitutional Tax Collector, Serving Palm Beach County a part of your experience as a client.
Jim McConnell, our chief operations officer, is a member
Customer Service of our senior leadership team, and he oversees the operation

Appreciation Week – Going of our six service centers throughout the county. Jim is
responsible for approximately 200 employees who provide
service to our clients, so I asked Jim how he helps ensure
Above And Beyond! that our clients receive exceptional customer service during
each visit.
At our office, we make customer service our No. 1 priority! Jim says, “I’ve given my managers the ability to make
In honor of Customer Service Appreciation Week, October 7 decisions on their own. We talk about customer service in most of
to 11, I asked a few of our service center managers to share our meetings. The managers jokingly ask one another, WWJD:
their thoughts on exceptional customer service and here is What Would Jim Do? And the answer is: serve the client.”
what they had to say: He adds that an important component to success – both
“Exceptional client service enhances our agency’s for his team and for the customer experience – is recognition.
reputation. Quality customer service is the distinguishing “When clients leave a positive review for an employee, that
factor that sets us apart from other agencies. We prioritize the feedback is passed along.”
client’s needs by being effective and empathetic.” – Brian
Applebaum, South County Service Center Manager
“Customer service directly impacts public trust and
satisfaction. When residents interact with us, they often do so Experience Dentistry
during critical moments in their lives, original identification
issuance, driver license testing, vehicle ownership, or
establishing a new business. Our focus on exceptional
customer service ensures that these interactions are efficient
and respectful, which can significantly enhance the public’s with a
perception of the government.” – Matthew Johnson,
Westlake Service Center Manager

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