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Welcome

Customer Service Plan Purpose

The association is diligently focused on developing programs to enhance the customer service experience of our members, visitors, guests, and employees. Our goal is to ensure that the best customer service and employee relations programs are developed to serve you. The following programs have been developed to help us meet that goal.

The association always strives to ensure we are meeting our customer service objectives. If you have any questions or would like to participate with the association to enhance our service, please contact the Member Services Office, at (530) 587-9400.

I. Customer Comment Boxes

We care about how our customers view our service. To encourage feedback, “Customer Comment Boxes” are available throughout the association’s various amenities and service locations. The boxes contain customer comment forms (a brief questionnaire) whereby customers can rate the level of service received. The forms include options to rate the cleanliness of the facility, staff appearance and interaction, and overall service. The forms can also be used to provide suggestions or recognize an outstanding employee.

II. Tahoe Donner Web Site

The Tahoe Donner Web site was redesigned and launched on September 1, 2003. The Web site makes it easy to find information about many business and activity related services that Tahoe Donner offers. It is a powerful informational tool that incorporates an intuitive interface and a “look and feel” that exemplifies the professionalism and commitment to service of Tahoe Donner Association.

III. Communication Resources

Sharing and disseminating information is essential to our customer service commitment. We enhance the communication process by incorporating several types of informational media. From varied printed publications to regularly scheduled Instant News E-mail updates (click here to sign up), the association is committed to keeping its members informed about issues and events. Also, our friendly staff is available by telephone or in person to assist you with your needs.

Plan Goals
Our goals to improve upon and/or enhance this program are:

Communicate the Tahoe Donner Mission Statement by developing promotional materials and sharing with members, employees and the community.

Administer Customer Service training program for all managers and employees.

Support the Member Comment and Customer Service Survey programs.

Implement the process for collecting member/guest surveys, reporting the results and ensuring
management is addressing comments and results.

Support employee recognition programs.

Review the customer service plan bi-annually and make adjustments as necessary

We look forward to serving you!