UPN Workshop 102: "Optimizing Citizen Relations: Best Practices & Case Studies"
October 24, 2018 Lexington, KY
This workshop covers the basic building blocks of providing excellent customer service to citizens. For those who directly interact with citizens on a daily basis, this workshop will cover 10 basic rules to use to optimize those interactions. In addition to providing training to those dealing with customers on a daily basis, this workshop also provides supervisors with 10 tips improve customer service and streamline operations. Topics covered include:
"Customer Service Basics" for daily interaction with citizens
An overview of the latest findings from studies on "Citizen Communications Management (CCM)" principles and best practices
10 rules to improve your daily interactions with citizens
10 tips for supervisors that will increase citizen satisfaction and streamline operations
Case studies: what others are doing to optimize daily interactions with citizens, and how you can do the same thing starting tomorrow
This workshop is ideal for:
Anyone dealing with citizens on a daily basis, including but not limited to CSRs, front desk cashiers, 311 employees, customer service specialists, etc.
Anyone managing customer service operations
Cost: Payment BEFORE 9/26/18: $250 for government and utility employees Payment AFTER 9/26/18: $400 for government and utility employees All others: call 978-264-0085 for pricing for nongovernment and nonutility employees