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Effective Communication and Service Strategies for Government Employees

Gain an understanding on how customer service and communication from employees can affect business.

Good customer service is difficult to find in private business and is almost non-existent in government. Many government employees are beaten down and defensive and hate their jobs but are often trapped and simply marking time until they can get their pension. Most people don't enjoy being difficult, but they have become calloused and just want customers to go away. This topic will help you learn to enjoy your job, maybe for the first time. This information can provide the reason for change and the tools to change. It is common sense, but too often, common sense is not common practice. Find out how to keep focused on positive change and making your job fun by providing help to those who will be astounded that someone from government actually cares.

Runtime: 63 minutes
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Changing the Culture

  • Why Government Employees Often Have Bad Customer Service Attitudes
  • Results of Bad Attitudes
  • Change Catalyst

Setting the Tone

  • Importance of Introduction
  • Seeking to Understand Issues
  • Getting to "Yes"
  • Saying "No" Kindly
  • Saying Goodbye

Dealing With Customers on the Phone

  • Developing a Relationship With the Customer
  • Expressing a Caring Attitude on the Phone
  • Solving Problems
  • Following up
  • Closing the Conversation
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More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on April 17, 2018.

Call 1-866-352-9540 for further credit information.

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

Audio & Reference Manual

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

MP3 Download

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

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More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Richard Petree

Richard Petree

Western Valuation and Consulting, LLC

  • Partner in the office of Western Valuation and Consulting, LLC
  • Practice emphasizes all aspects of appraisal of properties and management/leadership of staff
  • Conducts regular seminars and workshops on leadership and management
  • Author of several publications related to the areas of leadership
  • BBA degree in management and general business, McMurry University, Abilene, TX
  • Member of the International Association of Assessing Officers, Texas Association of Appraisal Districts
  • Can be contacted at rpetree@westernvc.com or 325-8290614
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More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

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  • White Papers and Articles
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Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 401865
Published 2018
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