ATTAINING EXCELLENCE FOR LOCAL GOVERNMENT   Download Our Customer Service Brochure REQUEST INFORMATION   770-860-9464

The private sector has long recognized the importance of quality customer service. Businesses invest in training to insure standards are understood; to help employees gain necessary people skills; and to insure supervisors coach their service teams.

Government is joining industry in making investments to assure quality customer service. Attaining Excellence is a great resource for pioneering executives committed to changing the culture and upgrading the skills of their public workforce.

This program can be personalized for your organization.

Attaining Excellence, a modular designed, video-based system created for local government and built around five elements of quality service:

• Speaking in a courteous and caring manner

• Working together

• Listening with respect and asking questions

• Performing to your best ability to satisfy customer needs - learning to resolve problems

• Its modular design can be used in one or two day formats, or in shorter sessions of 60-90 minutes.

Positive reinforcement has always been more effective than negative sanctions in changing behavior. Attaining Excellence honors participant learning with a "Certificate of Accomplishment" for the classroom component. Supervisors may award a striking bronze "Commitment to Excellence" cloisonné pin when they catch workers providing quality service. Recognition completes the customer service improvement cycle.

New skills, behaviors and attitudes quickly fade unless the worker's supervisor or manager reinforces them. Supervisors are key to workforce development and quality customer service.

Attaining Excellence curriculum has three objectives:

1. To increase understanding of the five elements of quality customer service delivery
2. To sharpen coaching skills for continual improvement and celebration of success
3. To spark new strategies for enhancing the service level in their area of responsibility

Supervisors avoid coaching because they've never been taught how. You'll help them become more effective in giving feedback so your service initiative will be a success. The Attaining Excellence system includes evaluation forms for use by supervisors to make quality service part of your ongoing performance reviews.

They tie your performance reviews to the training, coaching, and quality standards -- all in the language of Attaining Excellence.
 

Facilitator Package Elements:
 

	Information About Our Customer Service Programs Leader Guide - A Leader Guide is a user-friendly guidebook that enables ANYONE to lead a group on Feelings. The sections are clearly marked for the leader, prompts the leader to start the video, enables the leader to facilitate group discussions (no need to answer questions even!), and provides exercises for the group. We make being a Leader SIMPLE!
	Participant Book - An easy to follow/easy to read book for Participants. Each book contains key concepts about the Feelings program along with though provoking quotes and interactive exercises. Not only will a participant find value in this material for their job, but learn invaluable life lessons.
	Performance Standards - A valuable four page evaluation sheet to monitor employee improvement.
	Quality Technique Card - A Glossy 3x5 Color Index Card highlighting the key Feelings topics as an easy daily reminder for Leaders and Participants.
	Certificate - Each Participant will receive a color certificate with their name on it upon completion of the Feelings program.

Let Us Send You an Informative Brochure On Our Customer Service Programs