Rock Beats

Customer Service Stories
Celebrating Service at the City of Round Rock

This year for Customer Service Week we solicited customer service stories and testimonials that show the many ways that City departments and their employees deliver service excellence. We hope these examples serve to illustrate, inspire, and celebrate great customer service at the City of Round Rock. We will be sharing more stories each day for the remainder of Customer Service Week.

From the Library

We recently had an “Ask a Librarian” request come in from Pima, AZ. The patron looked at our catalog online and saw we had a book in our genealogy collection that she has been looking for. She requested we scan and email her a few pages from the book. She sent the following email after receiving the requested document: Thank you so much for sending the pages I needed from the Canfield book.  I couldn’t believe how quickly you filled my request. I appreciate your work. Sincerely, Vicki Foote.

 

From the Police Department

          

 

From the Fire Department

Kudos to these guys for going above the call! Engine 6 B – Lieutenant  Rodriguez and Firefighter Santiago. This was posted on Facebook People of Round Rock.

“On March 25th I was at a friend’s wedding in California.  My son was with my mom at our home here in Round Rock and my son found his grandmother unresponsive. He called 911 and RRFD showed up in minutes.  They took my mom to the hospital and not being able to get ahold of me (I slept through the phone calls), they took my 14-year-old son to school on the firetruck and walked him in.  An hour later I was able to arrange for my son until I was able to fly back the next morning.  These gentlemen took a very scary situation for all involved and made it a lot less scary. I wanted to find them and thank them for helping a very scared boy and grandmother and I intended to find them. We came to find out that my mom, a decorated veteran, had stage 4 cancer, none of us knew, and she passed two days ago. Things moved so fast I didn’t have time to look for them. Tonight, we went to Andy’s Frozen Custard  and they were there. Trust me this was a God thing.  I got to thank them both for being my angels that day.  I cannot ever express what these men did for my family and how blessed I feel to live here with firefighters of this caliber. I will forever be grateful to you for all you did.  You will forever be my family’s angels. God Bless you always.”