After consideration of the ideas, the “perceived needs of both the customers and the staff, and the limitations of the $15,000 budget,” the sub-committee decided that training for improved on-the-job customer interaction was a “top priority. . .this includes general and telephone etiquette, referrals and follow-up, diversity training, customer feedback mechanisms, and techniques for handling difficult persons,” reported Bartlett.The staff suggested agenda for such training would also include why outstanding customer service is needed in the public sector, positive image development and identifying and retooling as needed to meet customer needs.Another conclusion of the sub-committee was that such training should be provided to all of the city’s 200 staff members. “Given a project budget of $15,000, this represents an average per staff person budget of roughly $75.”Most single-day training seminars cost between $75 and $150 a day per person, and “if one considers the impact on daily operations if staff were required to travel to a remote location for such training, it seemed better to solicit the services of a training expert who could bring the tools and message here to City Hall.”Such an approach should lower costs per staff member and cause less work interruptions.Staff expects to return to the council in April with a training proposal.
City Council approves staff customer service training proposal
March 05, 2001
Santa Paula News
Etiquette, diversity training,m customer feedback and techniques for handling difficult people will be covered when consultant is retained for city staff training.
By Peggy KellySanta Paula TimesEtiquette, diversity training,m customer feedback and techniques for handling difficult people will be covered when consultant is retained for city staff training.A request to garner proposals for customer service training was approved by the City Council at the Feb. 20 meeting.Councilwoman Laura Flores Espinosa had asked staff at a recent council meeting about $15,000 set aside for such training and when such training would occur.According to the report by Planning Director Tom Bartlett, when the council approved the expenditure, it directed City Manager Peter Cosentini to bring a training proposal back to the council. Cosentini asked the city’s management team to assist in the process, and “consequently, customer service training became a fervent topic of discussion at weekly staff meetings.”A sub-committee was formed with Ken Cott, Fire Chief Paul Skeels and Bartlett, who “closely examined a wide range of customer service training ideas that had been generated in brainstorming sessions.”