The Performance Institute - Training Programs

COURSES

Customer Service Strategies and Performance
Measures

In any government organization, services provided must be citizen-centered and results-oriented. To ensure that programs are meeting customer expectations, it is essential that the customer service function develop measures and strategies to identify, improve and manage the function. Strategies presented in this training will aid customer service managers in developing and measuring a truly performance-based customer service department that provides effective services to identifiable customers.

Key Methodologies Covered

This training will focus on providing government managers with the skills necessary to solve common customer service challenges and provide solutions. This step-by-step approach allows managers to identify expectations and services, measure the performance of customer service, use those measures to improve the function, and continually manage the improvements to create a high-performing organization.

Training Curriculum
Day One Agenda:
8:30	Registration & Continental Breakfast
9:00	Trends and Methodologies in Customer Service Management • Overview on key performance trends being used to manage customer service function in government • Focus on the development of key goals and measures to manage the customer service function
10:00	Identify Agency Products and Services and Building Customer Matrix • Develop a Customer Matrix to define who your customers are • Identify the products and services delivered by your organization and assess the customer service role
11:15	Determine Customer Expectations: A Values-Based Approach • Identify the key values sought by customers for each agency service • Map values to attributes of agency services
12:15	Networking Luncheon
1:15	Business Process Reengineer into a Customer-Centered Agency • Map and reorganize work processes to improve services • Determine key activities and service levels that must be maintained to maximize customer value
2:30	One-Stop and Integration of Customer Services • Identify key services that customers use in relation to each other • Devise self-help and one-stop centers to integrate services
3:30	CASE STUDY: Manage Organizational Change and Transition to Customer- Centered Agency • Identify internal and external obstacles to improvements in service • Acquire lessons learned in improving government customer service
4:30	Adjourn
Day Two Agenda:
8:30	Continental Breakfast
9:00	Training and Staff Development for Customer Service Improvements • Identify the core workforce competencies linked to customer service strategy • Devise and implement a customer service training curriculum for each agency service area
10:00	Provide Employee Evaluation Incentives for Customer Service Improvements • Define and set targets for individual employee contribution to customer service improvements • Conduct employee evaluation feedback and rewards programs linked to customer service goals
11:15	Customer-Relationship Management: A Government Adaptation • Harness the power of technology to track initiation, status and fulfillment of customer service requests • Create customer profiles that track customer information, service status and performance
12:15	Networking Luncheon
1:15	Manage Responsiveness and Resolution of Customer Complaints • Implement a resolution process for customer complaints • Devise a set of resolution options for common complaints
2:15	Performance Measures for Customer Service • Develop, implement and evaluate performance measures • Identify and use benchmarks from customer service leaders
3:15	Design and Implement Customer Surveys and Feedback Systems • Determine the legalities of the use of surveys and other collection methodologies • Develop a continuous improvement feedback system
4:30	Adjourn

DATES

DESCRIPTIONS

Course Level: Intermediate

Format: Group-Live

Prerequisites: None

Advance Preparation: None

CPE Credits: 13

Tuition: $1095

What You Will Learn

Identify the Needs of Government Customers

Show Me the Measures in Customer Service Metrics

Integrate Citizen Services for One Stop Access

Benchmark Customer Services

Provide Latest Customer Service Training

Design and Implement Customer Services

Redesign Government Programs To Be Service Oriented

HOW WILL YOU BENEFIT

Measure Customer Services
for Satisfaction
Develop performance measures to
effectively assess and evaluate
customer satisfaction through
surveys and other performancebased
measures

Develop Customer Skills through
Employee Training
Enhance access with innovative and
user-friendly Customer Relationship
Management and other information
technology strategies

Enhance Citizen Access to
Agency Services
Acquire strategies to improve program performance and citizen accessibility

Streamline Customer Service
Operations
Forge cross-program and multiagency
partnerships to provide the citizen “one-stop” service

GET CERTIFIED

The Performance Institute offers the only comprehensive certification programs in government management.

This training program is part of the curriculum of the following certification programs:

Government Performance Management

The Performance Institute is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit.

Complaints regarding sponsors may be addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue
North, Nashville, TN 37219-2417. Website: www.nasba.org