Training & Development Programs

  • Customer Service Training
  • Recruitment and Selection of Key Personnel for Supervisors
  • Conflict Management for Supervisors and Line Employees
  • City Management 101 (For Elected Official Orientation)
  • Positive Performance Evaluation
  • Americans with Disabilities Act Amendment Update

 

Customer Service Training

Chris Hartung dealt with all kinds of customer service situations as a manager in local government. Challenges ranged from discussing individual traffic tickets and utility bills to ethical decision-making on zoning violations. One critical situation involved standing alone to answer questions from hundreds of angry electric utility customers at a community meeting.
The typical private sector customer service policy might be based upon the principle that “the customer is always right”. If you tell a group of city employees that, they will laugh you out of the room. Obviously, that principle doesn’t work in the public sector. In many cases, city employees can’t let their customers do what they want to do and often city employees have to request the customers to do things that the customer doesn’t want to do. Because of this fact, many of these encounters can be negative.

“At Your City’s Service” is a half-day session that will update/instruct employees in the application of positive customer service principles and skills. The principles taught are based upon twenty years of hands-on customer service situations that Chris Hartung personally encountered. “At Your City’s Service” PowerPoint presentation and training manual incorporate practical, relevant examples and techniques that employees can effectively implement to improve the customer service experience.

This training program is offered in two half-day formats. One format is aimed at frontline employees: those who deal most directly with customers. The second format is aimed at the supervisors of the frontline employees to inform them about the material their subordinates are being taught. It also highlights their leadership roles in developing their subordinates’ behaviors in this most important area.