Overview

This page provides information to the Department of Justice managers, supervisors, and executives on policy, guidance, and training sources concerning customer service.

Policy Resources

• Goals and initiatives regarding customer service are included throughout the Department of Justice Strategic Plan for Fiscal Years 2003-2008.



• The General Accounting Office has issued reports on agency annual reports and compliance with the Government Performance and Results Act including GAO's report  "Observations on the Department of Justice’s Fiscal Year 1999 Performance Report and Fiscal Year 2001 Performance Plan" (Requires Adobe Acrobat Reader) .



• Fiscal Year 2002 Performance Report & Fiscal Year 2003 Revised Final Performance Plan, Fiscal Year 2004 Performance Plan - Documents

The Customer Service Competency

• The Office of Personnel Management (OPM) has determined that customer service is a key competency for Federal managers, supervisors and executives. OPM defines the customer service competency as: "Balancing interests of a variety of clients; readily readjusts priorities to respond to pressing and changing client demands. Anticipates and meets the need of clients; achieves quality end-products; is committed to continuous improvement of services." More information on all of the leadership competencies  is provided by OPM.

Resources for Training

Courses on Creating Customer Service Organizations

• GS-12 and above: Developing Customer-Focused Organizations - provided by OPM;   Managers, project leaders, and others at the GS-12 level and above or equivalent who are responsible for achieving organizational excellence in customer service.



• GS-13 and above: Managing Customer Satisfaction> - provided by USDA GradSchool;   This course is ideal for managers, supervisors and team leaders who need to establish, communicate and measure customer service expectations.



• GS-13 and above: Managing Superior Customer Service  - provided by American Management Association;   This practical seminar is extremely useful for anyone who operates or manages an organization that deals directly with customers.



• GS-13 and 14: Management Functions and Techniques  - provided by USDA GradSchool;   This course is designed for current federal managers and supervisors who seek to refine and enhance their management skills.  Includes information on knowing the best ways to respond to customers and moving an organization from the doldrums into action and results.



• The Telephone Doctor  is a private sector company offering training on telephone skills and customer service.
  
  
• The Service Quality Institute  is a private company that provides customer service consultation and offers customer service training programs.