Course Objectives:
- Develop Quality Performance Measures and Metrics for Government Customer Services
- Learn the Latest Strategies for Consolidating Customer Services
- Benchmark Your Customer Service Strategies and Techniques with National Leaders
Components Shaping Customer Service Strategies
Course Description:
- Learn the Latest Trends in Government Customer Service Strategies
- Determine Customer Expectation through a Values-Based Approach
- Develop Agency Products and Services to Build a Customer Matrix
- Understand Business Process Reengineering in a Customer-Centered Agency
- Design and Implement Feedback Systems
- Develop a System to Train and Develop Staff for Customer Service Improvement
- Institute a Strategy to Provide Employee Evaluation Incentives for Customer Service Improvements
- Devise a Strategy on Responding to and Resolving Customer Complaints
- Adapt a Strategy for Customer Relationship Management
CPE Credits: 12
Course Level: Beginner
Field of Study: Performance Management
Format: Lecture, Group Discussion and Class Exercises