|Date||April 6, 2022 08:30 AM – 03:15|
|Location||Dane County Extension, 5201 Fen Oak Dr #138, Madison, WI 53718|
|Customer Service as a Strategic Issue|
Customer Service as a Strategic Issue for the Public Sector
Deliver great customer service to your residents and taxpayers
Explore strategies for applying marketing concepts to a public organization and linking performance within the organization to its ultimate success. Inspire and orient everyone in your office to their customer service responsibilities and explore leadership and managerial strategies for creating an infrastructure that supports them in these roles. Learn how to create a customer-centered operation that unleashes the talents of your employees, examine the most crucial “moments of truth” for your customers, and develop a plan laying down the first steps toward making customers the center of your agency’s universe.
By the end of this class, you should be able to:
Instructor: Jeff Russell (MS, UW-Madison) is codirector of Russell Consulting, where he helps organizations successfully respond to the challenges of continuous change. He focuses on leadership development, strategic thinking, leading change, understanding and dealing with behavioral styles, and performance management.