Best Practices in Government Customer Contact Services Training Seminar

Background

The Government Customer Service Improvement Act and Executive Order 13571 are among the most recent in a long succession of laws and directives intended to assure quality where citizens with needs touch government.  While there has never been more attention focused on the effectiveness of our services, there has also never been a more challenging environment for delivering them.  Agencies and organizations struggling with this difficult dichotomy tend to work alone rather than seek the experiences of others who deal with similar challenges.  Now you can learn how other government organizations at all levels have found ways to master them. 

Course Description

This one-of-a-kind course was created by the instructor to provide the practical learning source he wished for as a government service manager.  You will learn what thousands of others at all levels of government today have discovered works in the effective delivery of services  --  in a single day, at a reasonable cost, and in a relaxed networking atmosphere. 

Attend and explore lessons learned in effective service delivery shared by hundreds of organizations at all levels of government in award nominations and networking groups over a decade – information unique to the government service environment which is not available anywhere else.  In addition, the course will provide a detailed cross-channel service model developed by service managers from all government lines of business to guide your service evolution and help with resource prioritization along the way.  Attendees will see a wealth of examples of how others in the public sector are applying creativity and focus to service delivery.

Learning Objectives

Upon completion of this course attendees will be able to:

• Apply the foundational factors for effective contact services
• Utilize contemporary standards for government customer service
• Incorporate creative approaches from the public sector into your service delivery
• Benchmark your customer services more effectively
• Identify appropriate awards programs to share and gain recognition for your successes

What Attendees Will Receive

• Course materials notebook
• Continental Breakfast and Lunch
• Certificate of Completion
• Automatic registration to the 12th Annual Government Customer Service Conference & Expo, December 5, Washington, DC

Plus all attendees will receive a copy of the book, Government Customer Service Standards, written by course instructor Daryl Covey