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Creating an Exceptional Front-Line Customer Service Team in Government

Summary

Live Webinar Recording

Recording Price: $199.00

(Includes Proprietary Materials)

In recent years, government agencies have worked harder than ever to better serve their customers, but not everyone is a people person. How can you train and develop your staff to improve customer interactions and service your citizens like other world-class service organizations? Join us for an interactive, 60-minute webinar where you will learn:

  • How to build a culture of service excellence for your customers
  • Ways world-class service organizations approach their customer service
  • Strategies to integrate service excellence in your daily operations
  • Keys to improve internal service between staff members

Program Highlights

  • Disney, Southwest Airlines and Nordstrom's Customer Service Model

    • How to turn your front-line staff into a top-notch service team
    • Ways to apply Disney's service philosophy to engage employees
    • Best Practices to make service excellence part of everyday operations
    • Keys to build a service model to improve your agency's image & brand
  • Nuts & Bolts of Service: How to Deliver Consistent Excellent Service

    • How to see situations through the "lens of the customer"
    • Ways to turn service points of contact into "wow" moments
    • Strategies to make it easy to do business with your agency processes
    • Tips to create a physical environment that "speaks" service
  • Strategies to Maximize the Customer Experience & Build Relationships

    • Proven Techniques to create a seamless experience every time
    • How to use strategic skills to ensure excellent employee performance
    • Steps to integrate the highest quality service into every department
    • How to provide a memorable brand of superior service and value
  • Live Question & Answer Session - Have your questions answered by the expert!

About The Speaker

Customer service expert Teri Yanovitch has been on the frontline of the customer experience for more than three decades. Author of the acclaimed "Unleashing Excellence - The Complete Guide to Ultimate Customer Service", she is a former speaker and seminar leader for the Disney Institute.

  • Teri instills the service excellence culture in all sizes of businesses. She has helped many diverse organizations over the years such as Cool Cuts 4 Kids, Nokia, Fiserv Technologies, Art Gallery of Ontario, AAA, Rollins College, Ernst & Young, First Citizens Bank, and Subway apply the best practices of continuous improvement in both quality and service to achieve their goals.
  • Teri as also brought her expertise to the nonprofit sector, helping nonprofits such as YMCA, Nyack Hospital, Florida's Turnpike Enterprise, America's Blood Centers, Florida's Blood Centers, Carolina Blood Centers, City of Winter Garden, and City of Rochester.

Program Benefits

This hands-on, 60-minute webinar training will provide you with the best practices and proven techniques to help improve overall customer service interactions within your agency.