Our objective is to provide high quality customer service in the following ways:

• Treat our customers with enthusiasm, courtesy and respect
• Promptly answer our customer's questions with accurate, objective information
• Resolve our customers' needs with the fewest number of calls possible
• Provide educational information to our customers about the resources we manage, they use, and the laws and regulations governing their use
• Use language that our customers can easily understand
• Ask for and consider our customers' ideas about agency plans, programs, and services
• Promptly respond to our customers' suggestions, concerns, and complaints

Our employees are directly responsible for delivering our customer service commitments. To better support our customer service representatives, we:

• Give our workers the decision-making parameters enabling them to go "the extra mile" to satisfy customers
• Involve our employees in customer service improvement initiatives
• Establish a customer-focused culture and infrastructure at all levels of management and internal support