Programs for Municipalities

Customer Service

Make most of the people happy most of the time! Improve overall efficiency, the workplace environment, and the spirit of your community. Sounds like some large promises, but they are attainable. It is a matter of emphasizing "public" and "service" in the public service that government is intended to provide.

You cannot please everyone all of the time, but municipal governments, even more than most businesses, have a lot of different groups of people who they need to please as much as possible. Beleaguered municipal staff members, by virtue of the nature of democratic government, face more, sometimes conflicting, customer groups than any business. Learning how to provide the best possible experience for these diverse groups pays rich rewards.

Resident/voters, resident/non-voters, visitors to the community, elected officials, the media, other government entities, and even fellow employees are all customers of a municipal government staff. Providing satisfying experiences for each ensures a more effective tenure. This workshop will help reduce tension in the workplace, enable staff members to be more effective in their work, help constituents feel that they are being well served by their town government, and increase satisfaction within all customer groups.

Workshop Highlights:

• Who does government serve?
• How does government serve?
• The challenges of serving multiple publics (customers)
• Establishing and implementing a customer service policy
• Problem solving
• Effective communications
• Dealing with dissatisfied customers

Programs for Municipalities