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Effective Communication and Service Strategies for Government Employees - Webinar

  • ID: 4071031
  • Webinar
  • April 2018
  • Region: Global
  • 60 Minutes
  • Lorman Business Center, Inc.
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Gain an understanding on how customer service and communication from employees can affect business.

Good customer service is difficult to find in private business and is almost nonexistent in government. Many government employees are beaten down and defensive and hate their jobs but are often trapped and simply marking time until they can get their pension. Most people dont enjoy being difficult, but they have become calloused and just want customers to go away. This topic will help you learn to enjoy your job, maybe for the first time. This information can provide the reason for change and the tools to change. It is common sense, but too often, common sense is not common practice. Find out how to keep focused on positive change and making your job fun by providing help to those who will be astounded that someone from government actually cares.
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  • Changing the Culture
  • Why Government Employees Often Have Bad Customer Service Attitudes
  • Results of Bad Attitudes
  • Change Catalyst
  • Setting the Tone
  • Importance of Introduction
  • Seeking to Understand Issues
  • Getting to "Yes"
  • Saying "No" Kindly
  • Saying Goodbye
  • Dealing With Customers on the Phone
  • Developing a Relationship With the Customer
  • Expressing a Caring Attitude on the Phone
  • Solving Problems
  • Following up
  • Closing the Conversation
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Richard Petree - Western Valuation and Consulting, LLC
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This webinar is designed for public information and records managers, city managers, county and municipal officials, law enforcement officials, school administrators, and other governmental professionals.
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