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

Leadership

Developing Customer-Focused Organizations

Achieving Excellence in Customer Service

Overview

Learn how to make your organization profoundly Customer Focused and know why it matters in government. This course is designed to help you make sense of the best of cutting-edge business practice and research in the public service setting. You will learn how to help your group, your agency, and your workforce to cultivate a relationship with its "customers" that goes beyond mere satisfaction. You will benchmark the frontiers of public sector customer service and learn how government today is improving value delivery and keeping up with new challenges, new responsibilities, and new expectations.
How Will You Benefit

  • Understand the connection between your organization’s customer service and trust in Government

  • Relate cutting-edge business practice to the creation of public service value

  • Develop a factual understanding of who your customers are and how to gauge their expectations.

  • Define core assets of your organization on which to build a more customer-focused organization

  • Explore the employee-customer link and learn how to instill a customer-focused mindset in your employees

  • Examine the drivers of customer engagement and loyalty. Learn the rational and emotional elements of customer relationships
Who Should Attend

Managers, project leaders, policy implementers, Presidential Management Fellows. All those who have major responsibilities for continually improving products and services and those who help to design and implement their organization's service mission.
Schedule
  • May 18 - 22, ‘09 @ EMDC, Shepherdstown, WV Register
    $3,400.00
    Starts 10:00 am on first day ends 1:00 pm on last
  • Jul 20 - 24, ‘09 @ EMDC, Shepherdstown, WV Register
    $3,400.00
    Starts 10:00 am on first day ends 1:00 pm on last
Note
Tuition includes materials, meals and lodging
Competencies Emphasized
  • Customer Service
  • Public Service Motivation
  • Business Acumen
  • Accountability

  • Developing Others
Length

1 week.

Locations
  • EMDC, Shepherdstown, WV
College Credits

N/A

 
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