BP-103 Federal Technology Customer Relationship Management


This event qualifies for 0.8 CEUs


While ACT-IAC strives to forge strong government-industry partnerships, Harvard Business Review describes how customer service is at an all-time low in the United States.  How can industry contractors provide better customer service to their government partners?  How can government employees provide better service to their constituents and other federal customers? This course will describe the role of customer service; discuss customer turnoffs and how to reduce them; provide ways to deal with dissatisfied customers; discuss methods to exceed customer expectations and win customer loyalty; cover techniques for phone, web, and written customer communications; and describe how to create an environment of good customer service.

 

By the end of the course, the learner will be able to:

  • Describe the role of customer service and the power they have to influence it
  • Discuss customer turnoffs and how to avoid them
  • Demonstrate ways to deal with dissatisfied customers
  • Challenge him or herself to exceed customer expectations
  • Assess and improve telephone, web-based, and written communication experiences with the customer
  • Determine ways to improve his or her own customer service organization

Relevant Government Agencies

Air Force, Army, Navy & Marine Corps, Intelligence Agencies, DOD & Military, Office of the President (includes OMB), Dept of Agriculture, Dept of Commerce, Dept of Education, Dept of Energy, Dept of Health & Human Services, Dept of Homeland Security, Dept of Housing & Urban Development, Dept of the Interior, Dept of Justice, Dept of Labor, Dept of State, Dept of Transportation, Dept of Treasury, Dept of Veterans Affairs, EPA, GSA, USPS, SSA, NASA, Other Federal Agencies, CIA, FEMA, Office of Personnel Management, Coast Guard, National Institutes of Health, FAA, Census Bureau, USAID, EEOC


This event has no exhibitor/sponsor opportunities


When
Wed, Nov 12, 2014, 8:30am - 4:30pm


Where
ACT-IAC HQ Office
3040 Williams Dr. Suite 500
Fairfax, VA 22031
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Website
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Organizer
ACT-IAC Academy


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