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Leading The Nation Volume 2: Customer-Driven Quality
In Customer-Driven Quality, you'll see how the Fresno office of the IRS shifted its focus to internal and external customer service in order to improve quality.
Leading the Nation celebrates successful management in the public sector. This two part series revels how organizations in the public sector have met new challenges, changes and implemented total quality management processes. The rewards are powerfully shown in higher employee satisfaction and pro... read more
Other Side of the Window
Providing Exceptional Service in Government Spend the day with a hapless customer as he experiences life on the other side of the window and shows how workers can be flexible and make citizens happy without breaking the rules.
Providing Exceptional Service in Government Spend the day with a hapless customer as he experiences life on the other side of the window. You'll discover, as he does, that seeking help from public sector customer service representatives is often no picnic. And what makes it worse, and ultimately mor... read more
The Right Words at the Right Time - Customer Service Recovery for Government
For front-line employees, having the exact words handy in a tense situation can make all the difference. When it comes to customer service recovery in the Public Sector, "It is WHAT you say, as well as HOW you say it."
The Customer Service Recovery for GOVERNMENT The Right Words at the Right Time training program is wonderfully pragmatic and uses a wide variety of realistic public sector scenes to demonstrate a step-by-step process of over-coming almost any service recovery challenge.From a citizen calling to thre... read more
Transforming the Government Way at The Defense Personnel Support Center
In this program, you'll see how DPSC's employees led the revolution to modernize its antiquated procurement practices by imitating, and, then in some cases, surpassing, the standards of customer service and just-in-time inventory management developed by the private sector. Another innov
The Defense Personnel Support Center provides food, medical supplies, and clothing to the U.S. military. In this program you will see how DPSC has transformed an obsolete procurement and storage system into a business operation that would be the envy of many modern organizations. You'll learn how th... read more
DVD style course with completion certificate only
"Customer service just isn’t what it used to be.” That statement can’t be supported with statistics but not many people would argue it. Organizations offering EXCELLENT customer service now have a greater competitive advantage!
"Customer service just isn’t what it used to be.” That statement can’t be supported with statistics but not many would argue it. The GOOD news is that organizations offering EXCELLENT customer service now have a greater competitive advantage than ever before!Who Cares?, a customer service training p... read more