In order to ensure that the District government is providing the highest level of customer service to each caller, District agencies and offices shall implement the following minimum standards for telephone-based customer service.

Receiving and Returning Telephone Calls

• Calls made to all numbers at every level of government should be returned within 24 hours of receipt or within the next business day.
• State name and agency and solicit information (i.e., "Thank you for calling agency X. This is John Doe. Can I help you?"). At the end of the conversation, thank the person for calling.
• All DC employees are expected to take transferred calls from telephone call distribution points (i.e., Mayor's Call Center)
• The employee should minimize the number of times a caller is transferred by understanding agency operations and personnel. The goal is one transfer per constituent, and the transfer should be to another person, not voicemail. If the call is inappropriately transferred to you, take down the caller's information and have the appropriate individual return the telephone call.

Basic Knowledge

• All DC employees are expected to have a basic understanding of the primary functions of their agency.
• The employee should have a basic knowledge of District services (i.e. 311, 911, 727-1000, Answers, Please!, website address, and agency main numbers).

Telephone Etiquette

• Each telephone call should be handled with the highest level of customer service by all District employees:
  • Answer calls within three rings.
  • Give customers options (i.e., hold, call back, leave a message, or try another number).
  • Ask to put the caller on hold and wait for the response.
  • Check back with the customer frequently, when the customer is on hold.
  • Use judgment by handling callers as you would want your call to be handled.
  • Speak as you would like to be spoken to.

Courtesy

• Each caller to a District agency should be treated with the highest level of customer service by all District employees:
  • Use no speakerphones.
  • Do not eat food or chew gum, while talking with a constituent.
  • Hold no secondary conversations with individuals other than the caller, while caller is on the phone.
  • Convey sympathy, professional courtesy, and a pleasant attitude.
  • Provide reference information when transferring calls.
  • Treat callers as you would want to be treated.
  • Do not speak rudely.
  • Do not become confrontational.

• Read the Rating System.