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Frontline Customer Service in Government: Keys for Improvement

Summary

Live Webinar Recording

Recording Price: $199.00

(Includes Proprietary Materials)

Government agencies are not well-known for excellent service - just think of any joke about the DMV. Despite recent efforts to improve service, many agencies still fall short and public perception hasn't improved.

Your agency's frontline staff needs to be equipped with the people skills utilized in the world's best services organizations to fulfill your mission of helping the public.

After attending this training, you will be able to:

  • Build a culture of service excellence at your agency
  • Implement techniques from world-class service organizations
  • Integrate service excellence in your daily operations with key strategies
  • Enhance internal service between staff members

Program Highlights

  • Using Disney, Zappos and Nordstrom's Customer Service Models

    • How to turn your front-line staff into a top-notch service team
    • Ways to apply Disney's service philosophy to engage employees
    • Prove practices to make service excellence part of everyday operations
    • Keys to build a service model to improve your agency's image & brand
  • Delivering Excellent Service Consistently: Applying Practices in Real Life

    • 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 Make the Customer Experience Amazing & 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

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops.

  • Myra has a master's degree in human relations and a bachelor's degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees.
  • Myra has helped Verizon Business, McDonald's, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is co-author of Beyond WOW!

Program Benefits

In this 60-minute webinar you will receive expert guidance on proven techniques to help improve overall customer service interactions within your agency.