Event by MyBuildingPermit

Customer Service Training for Government Agencies

Customer Service Training for Government Agencies

Thursday, June 28, 2018 at 8:00 AM to 12:00 PM (PST)
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location

Snohomish County Drewel Administration Building East
3000 Rockefeller Avenue
Everett, Washington, United States 98201

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Presenter:
Barb Mock, Director, Snohomish County Planning and Development Services

Presenter Bio:
Barb is the Director of Snohomish County Planning and Development Services and has been with the County for over 40 years. A powerful voice for customer service and regional collaboration, Barb brings customers and staff to the table and inspires team work and dedication to improving services. 

Barb received her certificate in Project Management from the University of Washington in 2005, and has used her training to lead a number of strategic projects focused on process improvement and technology including Online Permitting and Mybuildingpermit.com, Postcard Notice, an Inspections Improvement Project, Electronic Plan Submittal, and upgrading the permit tracking system (AMANDA) to a web-based version of the software.
 
Course Description:
This customer service training is designed for those who work for government agencies and routinely interact with both internal and external customers. The course covers all aspects of professional communication and customer service for working with members of the public and coworkers. There will be many fun activities, videos, and discussions to keep the participants engaged. Topics will include:

Government Customer Service:
Complicated rules & regulations
Challenges & Differences from Private-sector – still need to be timely
Bureaucracy
Learning job completely to be informed public servant

Communication:
Professionalism
Etiquette:  phone & email
Positive
Non-verbal
Listening skills (understand customer’s real needs)

Dealing with customers:
Unhappy- Winning words, calm customers
Difficult- What to do from bad to worse
Learning from negative experiences
Dealing with stupid questions (staying professional)
Sensitive to situation without sympathizing
Don’t take personally
Language barriers
Single Point of Contact

location

Snohomish County Drewel Administration Building East
3000 Rockefeller Avenue
Everett, Washington, United States 98201

Get directions »

Event hosted by

MyBuildingPermit
450 110th Ave NE
Bellevue , WA, 98004
My Building Permit
EGovAdmin@ecitygov.net

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