CCM Workshop: Achieving Excellence in Customer Service; Friday, October 17, 2008

Workshop:

Achieving Excellence in Customer Service

Friday, October 17, 2008
Edith Wheeler Memorial Library, Monroe, CT
9 a.m. – 12 noon, Registration 8:30 a.m.

DESCRIPTION

The age of customer service is upon us, and citizens as customers expect the highest level of service from their local officials. If everyone in your organization is not committed to achieving excellence in customer service, then you’re not doing all you can to bring efficiency and effectiveness to your operations.

CCM’s new Achieving Excellence in Customer Service training program will provide the framework and skills to start delivering the service demanded by your citizens and all those who do business with your community.

Attend this workshop to:

Understand and develop better solutions to your citizens needs
Evaluate current levels of performance and service
Increase customer satisfaction
Increase productivity and efficiency
Develop management skills and build team players
Reduce employee frustration
Improve rapport among co-workers and departments
Help improve the business climate in your community

Make sure all municipal personnel can achieve excellence in customer service. Register for this program today!

PROGRAM Why customer service in government?

Citizens as Customers
Service as policy
Satisfied customers are good will ambassadors

What is good customer service?

Understanding and meeting customer expectations

Setting Goals and Standards for Service

Delivering High Quality Customer Service —

Communication Skills
- Communicate in a positive, friendly, and courteous manner
- How to use good listening skills
- Understanding body language
- Improving phone, writing and e-mail skills
Frontline Customer Service
- Provide accurate answers and referrals
- Problem Solve
- Turning complaints into compliments
- Handling difficult people
- Importance of follow-through

SPEAKERS Training by Kenya J. Rutland, President KJR Consulting WHERE Edith Wheeler Memorial Library
733 Monroe Turnpike
Monroe, CT COST per attendee CCM Members $60, Non-members $120

This workshop is open to CCM Member Municipalities only.

Sign Up On-line!

Please register me for:

Achieving Excellence in Customer Service - Friday, October 17, 2008 - CCM Members $60, Non-members $120

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Organization: 
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City:          ST:  Zip: 
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PO Number:

How did you learn about this Workshop?

By submitting your on-line registration, you will be immediately registered. Payment is expected prior to workshop date. You will automatically be sent a registration confirmation form.

Download Registration Form

For more information, or to register, call the CCM Training hotlines at (203) 498-3018 at any time or call (203) 498-3000 during business hours.

DIRECTIONS

From Interstate 84, East or West:
Take exit 11. At the end of the exit turn right at the traffic light. At the next traffic light, turn right onto Route 34. Continue on Route 34 for 5 to 6 miles to the Intersection of Route 34 and Route 111. Turn right onto Route 111 and continue for approximately 3 miles. Once you pass the Monroe Town Green on the right, the Library will also be on your right.

From Interstate 95 or the Merritt Parkway (Route 15),
East or West:
Take the Route 25 North exit, toward Danbury; continue on Route 25 to the end of the multiple lane highway. Turn right at the light onto Route 111. Turn right on Route 111 and continue for approximately 3 miles. Once you pass Route 110 on your right, the Library will be on your left.

Connecticut Conference of Municipalities
900 Chapel Street, 9th Floor
New Haven, CT 06510
Phone: (203) 498-3000
Fax: (203) 562-6314