Customer Service Recovery Strategies
Customer service is more than delivering services to citizens – it is about developing trust . Today , our customers expect more transparency , ease of accessibility , and increased responsiveness . In this training , you can expect to :
» Discover tools and insights to help us better understand what your customer wants and needs
» Discuss the HEART method for turning a negative customer service interaction into a positive one
Duration : 120 minutes
Location : Building B Training Room ( EOC )
Target Audience : All employees Recorded : No
» Practice enhancing the customer connection and promoting greater experiences by meeting those needs , exceeding expectations , and handling difficult situations with empathy
Date / Time : Wednesday , Nov . 6 , 2024 at 9:30 a . m .
Quality Service in the Public Sector
As government employees , we are held to a higher standard as officers of the public trust , and our actions and words are frequently captured and scrutinized . Since we are closely watched by taxpayers , it is more critical than ever to demonstrate quality customer service in keeping with our City ’ s values of stewardship , accountability , and customer service . In this training , you can expect to :
» Identify our “ moments of truth ” that form key impressions to our customers
Duration : 120 minutes
Location : Room 366 , City Hall , Building A
Target Audience : All employees Recorded : No
» Discuss strategies to turn negative situations into positive ones
» Learn a four-step process needed for dealing with difficult customers
Date / Time : Tuesday , June 11 , 2024 at 10 a . m .
Page | 24 Dates , times and locations are subject to change . Training & Development Catalog | 2024