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http://www.leadership.opm.gov/programs/Specialized-Skills/DCF/Index.aspx

Leadership

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Developing Customer-Focused Organizations

Achieving Excellence in Customer Service

Schedule
  • May 24 - 28, 2010 @ EMDC, Shepherdstown, WV   $3500 REGISTER
    Starts 9:00 AM on 1st day ends 12:00 PM on last day
    Cost includes food, lodging and course materials
  • August 23 - 27, 2010 @ EMDC, Shepherdstown, WV   $3500 REGISTER
    Starts 9:00 AM on 1st day ends 12:00 PM on last day
    Cost includes food, lodging and course materials
Overview

This course is not just a course on customer service; it is a course on planning, implementing and sustaining strategic change. Using cutting-edge business practices and the latest public service research, you will learn how to make your organization more customer focused-and understand why that matters in Government. You will also learn how to help your organization cultivate truly beneficial customer relationships.

Developing Customer Focused Organizations will show you how to deliver real value while keeping up with new challenges, responsibilities and expectations. You will also have the opportunity to work in an interagency setting where discussions, simulations and projects will give you the handson experience you need to work across cultures and provide citizens with seamless, high-value service.

How You Will Benefit

  • Understand the connection between providing high quality customer service and creating trust in Government
  • Understand organizational change from a "systems" perspective
  • Relate cutting edge business practices to the creation of public service value
  • Develop a factual understanding of who your customers are and how to gauge their expectations.
  • Develop a factual understanding of who your customers are and how to gauge their expectations
  • Explore the employee-customer link and learn how to engage around the customer mission
  • Examine what drives customer loyalty as well as the rational and emotional elements of customer relationships, and why both matter
  • Learn how to measure success and gauge added value

Who Should Attend

Managers, project leaders and others who are accountable for achieving excellence in customer service