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11. Customer Relations <br /> a. At all times, Contractor staff shall be well dressed and well groomed. This <br /> includes wearing a name tag with the course name and logo. Exhibit C lists the <br /> types of clothing that may be worn. <br /> b. Upon hire, staff shall receive Contractor provided customer service training and <br /> receive Contractor provided refresher training a minimum of every two years. <br /> Exhibit D identifies the Contractor's customer service training. <br /> c. Contractor shall conduct on-going surveys using various methodologies to <br /> collect information, such as e-mail,text, and on-site survey cards. <br /> d. Contractor shall conduct one time during each calendar year or as otherwise <br /> directed by the City, secret shopper surveys to identify, in part, the strengths, <br /> weaknesses and corrective courses of action needed to improve Contractor <br /> customer relations. <br /> e. Contractor shall conduct customer satisfaction surveys and make changes <br /> according to the trends from feedback that is received. The frequency of the <br /> surveys may be increased upon agreement between Parks and the contractor. <br /> f. Staff shall be fully knowledgeable regarding all aspects of golf. <br /> g. Staff shall make every attempt to greet customers by name, in a friendly and <br /> courteous manner. Exhibit E identifies the Contractor's customer service <br /> protocols and standards that will be used to judge the performance of the <br /> Contractor's staff regarding customer relations. <br /> h. In general,the Contractor shall maintain customer relations as a top priority. <br /> The Contractor's employees must be professional, friendly, appropriately <br /> dressed, and courteous to golfers; maintain a neat appearance, exercise good <br /> public relations skills; respond to customer complaints and questions; have good <br /> phone manners; and conduct themselves at a high standard that is acceptable to <br /> Parks and in compliance with City Code of Ethics. <br /> i. The Contractor must have at least one employee on duty per course per shift that <br /> has a current medical card indicating completion and passing of CPR, AED and <br /> first aid training. The Contractor must keep a written log of all incidents and <br /> accidents for submittal to Parks on an annual basis. <br /> j. The Contractor must keep a written log of all customer comments (compliments <br /> and complaints)for submittal to the City on a monthly basis. Settlement of <br /> disputes with customers regarding the areas of golf operation under the control of <br /> the Contractor shall in the first instance, be the responsibility of the Contractor to <br /> settle. Based upon the log and outcomes of the dispute settlement,the City may <br /> 8 <br />