| Length |
2 or 3 days |
| Intended Audience |
All Employees |
| Key Topics |
- Customer Focus in Government
- Identifying Customers and Their Requirements
- Managing Customer Interaction
- The Customer-Supplier Connection
- Managing The Process
- Creating Customer Goodwill
- Strategies, Tools and Techniques for Managing Interactions and
Enhancing Customer Service
- Continuous Improvement
|
| Program Description |
This program helps
government employees identify their customers, differentiate between customers and
stakeholders and learn how to identify their customers’ requirements. They examine
the critical factors, in general and in their own work units, that contribute to or
inhibit customer service and assess current levels of customer satisfaction. This program
also prepares participants to handle sometimes difficult day-to-day interactions with
customers. |
| Upon completion of this course
the participant will be able to |
- Identify ways to improve the level of customer satisfaction in
his/her personal practices and in the work unit
- Identify his/her customers and their requirements
- Assess how well they are meeting customer requirements
- Handle difficult customers effectively
- Create customer goodwill
- Understand telephone customer service
|
| Program Materials |
Participant Guide and
Government Video Case Study |
| Additional Options |
- Associate Practices Survey
(see Assessment Instruments)
- Train-the-trainer program
- License for participant materials
- When conducted with an organizational focus and
follow up on areas of improvement, this is an effective tool to enhance customer service
in any government organization.
|
