Turning a Negative Customer Experience Into a Positive Outcome

Numbers alone don't inspire action — stories do. Even the best government services can create moments of frustration. A delayed response, confusing process or unresolved issue can quickly shape how constituents view an agency — but those moments can also become opportunities to rebuild trust.

Join us online Monday, Aug. 10 from 4-4:30 p.m. ET/1-1:30 p.m. PT, for a virtual discussion on how public servants can navigate difficult customer interactions with empathy, urgency and accountability. We’ll explore practical ways to listen effectively, validate constituent concerns, take ownership of the experience and follow through in a way that turns frustration into learning moments.

You will learn:

• How to respond when constituents feel unheard or frustrated.
• Why empathy, ownership and urgency matter in service recovery.
• Practical steps for following up and rebuilding trust after a negative interaction.