customer service policy.


Urbalist strives for excellence and professionalism in providing customer service, both inside and outside the organization, within the limits of available, well-managed resources. To accomplish this mission, we agree upon these values: 

  • Anticipating the needs of our customers and planning accordingly 
  • Greeting our customers promptly, cheerfully and respectfully 
  • Listening carefully and giving full consideration to the requests and concerns of our customers 
  • Communicating honestly, courteously and knowledgeably 
  • Providing follow-through for our customers promptly, responsibly and efficiently 
  • Serving with pride, commitment, and with high ethical standards 
  • Respecting the individual and encouraging participation 

Policy Statement: It is Urbalist’s policy and responsibility to provide excellent service to the public. Customer feedback helps us measure whether our services are meeting public needs and expectations. It also helps us identify problems that need to be solved. High quality customer service depends on customer feedback. While praise is always welcome, constructive criticism is truly helpful in the long run. The purpose of this policy is to establish uniform standards and procedures for responding to customer feedback, thus making sure those responses are timely and that issues do not “fall through the cracks.” The policy strives to treat every interaction with the public as an opportunity to produce a satisfied customer, or at least one who feels that he or she was listened to and taken seriously, even if it was not possible to meet his or her request. Customer feedback comes to Urbalist in many ways. This policy outlines a procedure for responding to complaints, requests for service and questions that come to the Urbalist Office through a customer call, letter or email. Departments are expected to use similar standards and procedures for the complaints, requests and questions that come directly to the department and not through Urbalist’s main Office. 

The policy is not intended to cover: 

  • Complaints about the performance of specific employees, which are handled internally by the department manager in conjunction with the HR department. 
  • Claims for damages, which are to be filed with Urbalist’s Insurance carrier. 

Response Standards: When possible, complaints, questions and requests for service should be resolved in “real time” on the same day they arrive. However, in many instances, referrals and follow-ups are necessary in order to fully understand and resolve the issue. In such instances, the following standards for acknowledgement and resolution should be followed. 

Urbalist Risk Management and Consultation Acknowledgement: 

  • All complaints, questions and requests for service should be acknowledged within one to three business day(s). 
  • This acknowledgement should note the person to whom the issue has been referred and when the customer can expect a response. 

Response Feedback/Acknowledgements:

  • If the customer feedback is delivered by phone or in person, this acknowledgement should be given verbally during the call or visit. 
  • If the customer feedback is delivered by email, the acknowledgement should be given by email. 
  • If the customer feedback is delivered by postal mail the acknowledgement should be sent via telephone, postal mail or e-mail, whichever is appropriate. 
  • For written acknowledgements, templates with standard language should be used to minimize staff processing time. 
  • A substantive response should be provided within seven business days. 
  • This response should include Urbalist’s analysis of the issue and the proposed resolution. Clear reasons should be given if it is not possible for Urbalist to accommodate the customer’s request.
  • If a resolution is not possible within seven business days, the customer should be notified and given the date by which they can expect a response. 
  • The resolution can be communicated to the customer verbally, by e-mail or by postal mail, depending on the communication method most appropriate to the situation. 

Response Procedure Contacting the Urbalist Office:

  • When a customer contacts the Urbalist Office with a complaint, question, or request for service, the issue should be resolved immediately, if possible, by the Urbalist Office or by referral to the appropriate department. 
  • If immediate resolution is not possible, the Urbalist Office will take down the necessary information and let the customer know when and from whom he or she can expect a response. 
  • The department receiving the referral is responsible for resolving the issue per the above standards. 

Emails or Postal Letters to the Urbalist Office:

  • When customers send emails (or postal mail) to the Urbalist Office with complaints, questions, and requests for service, the Urbalist Office will send an acknowledgment email (or postcard) within one to three business day(s). 
  • Of course, if the Urbalist Office is able to answer the question or resolve the issue right away without referral, it will do so and let the customer know. In such instances, a separate acknowledgement email (or postcard) is not necessary. 
  • Also within the first business day, the Urbalist Office will forward the item to the appropriate department for response, noting the expected resolution date. 
  • The department receiving the referral is responsible for resolving the issue per the above standards. 

Additional Comments: Since customers do not always know to whom to direct their concerns, any staff member at a public counter or answering the phone is called upon to be a customer service agent. When transferring a caller, staff should always take the caller’s number so that they can call back if need be.