Customer Service

Information

City of Seward

P.O. Box 167

Seward, AK 99664

(907) 224 - 3331

The City of Seward's customer service goal is to: Promote the well being of all aspects of the community by continually improving the quality and efficiency of our services.

All of us at the City of Seward will:

be welcoming and courteous
be fair and respectful
be helpful and responsive
provide accurate and thorough information suited to your needs
communicate as clearly as we can
let you know what we can provide and how to contact the appropriate individual(s)
let you know how to make suggestions for improvement
keep you informed

If you telephone us we will:

greet everyone courteously
try to promptly return your call

If you write, fax or email us we will attempt to:

acknowledge your e-mail within 24 hours
the email will be personally acknowledged by a professional...
be clear and use plain language

If you visit us we will:

welcome you on arrival
serve you promptly
keep our reception areas clean and comfortable

If we visit you we will:

If you are delayed, we will offer to reschedule at your convenience;.
be as efficient with your time as possible

If you are unhappy with the service you receive, we want to know. You can:

fill out a complaint in writing and return it to the city utility counter
drop an e-mail to customer service customerservice@cityofseward.net
make an appointment with the department manager. If you are unsatisfied with the department manager you can then request an appointment with the city administration at: customerservice@cityofseward.net

If you make a complaint to the city manager, we will:

acknowledge your complaint in writing
investigate your complaint
provide a written response to your complaint
be welcoming and courteous
be fair and respectful
be helpful and responsive
provide good quality information suited to your needs
communicate as clearly as possible
let you know what we can provide
let you know how to make suggestions for improvements

Making a Comment, Compliment or Complaint about Services provided by the City of Seward

Are we listening to you?

We want to know if you've got a comment to make, whether it's good or bad, on any of our services. You can also make suggestions about how we can improve our services.

We want you to complain if you are not happy with the service you received. After all, if you don't let us know, how can we do better?

We would also like you to tell us when we do something right. If you're particularly pleased with any of our services then let us know.

We want to hear from you if you've got anything to say to or about the City of Seward Council, City Manager and City staff.

All comments and compliments will be discussed with the appropriate parties. Complaints will follow the procedure below.

At the City of Seward, we try to provide you with efficient and high quality services at all times. We realize that despite our best efforts, things can go wrong and when this happens we need to know.

Minor problems can be quickly remedied when you report it to us and does not require the use of the complaints procedure. However, if we fail to put matters right then the complaints procedure is available to bring this to our attention.

This page tells you how to complain and how we will process your complaint.

Before You Complain:

Before making a formal, written complaint, please give the individual Department Manager a chance. Often a minor service problem can be dealt with quickly and efficiently by the individual department.

Your complaint should initially be referred to the individual department of concern. The majority of complaints can be resolved at this level. However, if you are unhappy with their response and wish to submit a written complaint please write down your complaint addressed to customer service and return it to the utility counter. Please include your name and contact information or we will not be able to follow up with you.

How do I make a formal complaint?

You can make your complaint in any of the following ways by:

writing a letter to the individual department returned to the utility counter.
sending details of your complaint by e-mail to:
customerservice@cityofseward.net
writing a letter to the city manager about your complaint with the individual department's inability to resolve your complaint. This should be posted to:
Customer Service- City Manager
P.O. Box 167, Seward, Alaska 99664

What happens next?

If your complaint is not handled by the individual department, it will be treated in three different stages:

Stage 1

Customer service will co-ordinate the investigation into your complaint and discuss the problem with the specific department. The department will write, call or set up a meeting with you to let you know when to expect to receive a reply.

Stage 2

If you still feel dissatisfied after receiving a reply, you can ask for your complaint to be reviewed by the City Manager. The city manager will write, call or set up a meeting with you to let you

Stage 3

You also have the right to ask the mayor or city council to investigate your complaint if you feel you have been unfairly treated.

Administrative Contact Details:

Attn: Customer Service

City of Seward
P.O. Box 167

Seward, Alaska 99664

Website: www.cityofseward.net

E-mail: customerservice@cityofseward.net
Phone: (907)224-4020- please ask for the individual department or the city manager
Fax: (907)224-4038

City of Seward

Home About Boards & Commissions City Council City Departments Administration Building & Engineering City Clerk Community Development Electrical Finance Fire Department Harbor Library Parking Parks & Recreation Police Department Public Works Customer Service Documents How to do Business Legislative History Links Maintenance & Repairs News Quality of Life Health & Wellness	Customer Service Information City of Seward P.O. Box 167 Seward, AK 99664 (907) 224 - 3331 The City of Seward's customer service goal is to: Promote the well being of all aspects of the community by continually improving the quality and efficiency of our services. All of us at the City of Seward will: be welcoming and courteous be fair and respectful be helpful and responsive provide accurate and thorough information suited to your needs communicate as clearly as we can let you know what we can provide and how to contact the appropriate individual(s) let you know how to make suggestions for improvement keep you informed If you telephone us we will: greet everyone courteously try to promptly return your call If you write, fax or email us we will attempt to: acknowledge your e-mail within 24 hours the email will be personally acknowledged by a professional... be clear and use plain language If you visit us we will: welcome you on arrival serve you promptly keep our reception areas clean and comfortable If we visit you we will: If you are delayed, we will offer to reschedule at your convenience;. be as efficient with your time as possible If you are unhappy with the service you receive, we want to know. You can: fill out a complaint in writing and return it to the city utility counter drop an e-mail to customer service customerservice@cityofseward.net make an appointment with the department manager. If you are unsatisfied with the department manager you can then request an appointment with the city administration at: customerservice@cityofseward.net If you make a complaint to the city manager, we will: acknowledge your complaint in writing investigate your complaint provide a written response to your complaint be welcoming and courteous be fair and respectful be helpful and responsive provide good quality information suited to your needs communicate as clearly as possible let you know what we can provide let you know how to make suggestions for improvements Making a Comment, Compliment or Complaint about Services provided by the City of Seward Are we listening to you? We want to know if you've got a comment to make, whether it's good or bad, on any of our services. You can also make suggestions about how we can improve our services. We want you to complain if you are not happy with the service you received. After all, if you don't let us know, how can we do better? We would also like you to tell us when we do something right. If you're particularly pleased with any of our services then let us know. We want to hear from you if you've got anything to say to or about the City of Seward Council, City Manager and City staff. All comments and compliments will be discussed with the appropriate parties. Complaints will follow the procedure below. At the City of Seward, we try to provide you with efficient and high quality services at all times. We realize that despite our best efforts, things can go wrong and when this happens we need to know. Minor problems can be quickly remedied when you report it to us and does not require the use of the complaints procedure. However, if we fail to put matters right then the complaints procedure is available to bring this to our attention. This page tells you how to complain and how we will process your complaint. Before You Complain: Before making a formal, written complaint, please give the individual Department Manager a chance. Often a minor service problem can be dealt with quickly and efficiently by the individual department. Your complaint should initially be referred to the individual department of concern. The majority of complaints can be resolved at this level. However, if you are unhappy with their response and wish to submit a written complaint please write down your complaint addressed to customer service and return it to the utility counter. Please include your name and contact information or we will not be able to follow up with you. How do I make a formal complaint? You can make your complaint in any of the following ways by: writing a letter to the individual department returned to the utility counter. sending details of your complaint by e-mail to: customerservice@cityofseward.net writing a letter to the city manager about your complaint with the individual department's inability to resolve your complaint. This should be posted to: Customer Service- City Manager P.O. Box 167, Seward, Alaska 99664 What happens next? If your complaint is not handled by the individual department, it will be treated in three different stages: Stage 1 Customer service will co-ordinate the investigation into your complaint and discuss the problem with the specific department. The department will write, call or set up a meeting with you to let you know when to expect to receive a reply. Stage 2 If you still feel dissatisfied after receiving a reply, you can ask for your complaint to be reviewed by the City Manager. The city manager will write, call or set up a meeting with you to let you Stage 3 You also have the right to ask the mayor or city council to investigate your complaint if you feel you have been unfairly treated. Administrative Contact Details: Attn: Customer Service City of Seward P.O. Box 167 Seward, Alaska 99664 Website: www.cityofseward.net E-mail: customerservice@cityofseward.net Phone: (907)224-4020- please ask for the individual department or the city manager Fax: (907)224-4038
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