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Course Information
Course Title:
Developing Customer Focused Organizations
Course Description:
To meet Government’s growing responsibilities in the 21st century, Federal managers must generate maximum public value, working flexibly, effectively and with the agility of the best businesses in the private sector. As a Government leader, your charge is to improve value while keeping up with the latest challenges and demands. You must be entrepreneurial in your outlook and in your practice, always striving for continuous improvement in your customer service.
While this course focuses on critical customer-service tactics, it also explores the vital skills of planning, implementing and sustaining strategic change to better manage citizen engagement. Using cutting-edge business practices and the latest public service research, you will learn how to cultivate strong customer relationships to make your organization customer-focused.
Developing Customer-Focused Organizations will show you how to deliver real value while keeping pace with ongoing challenges, responsibilities and expectations. All these insights will come through thought-provoking discussions, simulations and projects, giving you the hands-on experience you need to work across cultures and provide citizens with seamless, high-value service.
Schedule/Duration:
May 14-18, 2012 @ EMDC, Shepherdstown, WV;
Aug 27-31, 2012 @ EMDC, Shepherdstown, WV;
Sep 24-28, 2012 @ WMDC, Aurora, CO
[Starts 10:00 AM on 1st day ends 3:00 PM on last day]
Agency/Vendor Sponsor:
OPM
POC:
Anne Teresa, 1-304-870-8027,
register@opm.gov
,
www.leadership.opm.gov/Programs/Skill-Immersion/DCF/Index.aspx
Cost:
$3,500 - Lodging and meals are included in the tuition. Lodging starts the first evening of the program and ends on the last day of the program.
Method:
Classroom
HR Technical Competency:
General Competency:
Customer Service
Leadership Competency:
Developing Others; Human Capital Management; Public Service Motivation; Accountability
Proficiency Level:
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