CSS Government Services
CSS customer service training helps staff be more comfortable and confident in interacting with customers and better positioned to improve rapport and relationships.
Through this customer service consulting, we work to understand the organizational culture, structures, incentive systems, communications, and training to ensure you’re addressing all that can impact the organization’s performance.
These key Areas of Focus define what people, process, system, communications, marketing, and financial objectives must be met to achieve the Vision. They help to set the framework from which each year’s Top Priority Goals are set. They help to define the key actions that must be undertaken to achieve the Vision.
Developing a competitive mindset to drive customer service improvement.
Many of our experienced shoppers have conducted literally hundreds of shops, providing insightful and detailed analyses. You receive a snapshot of the consistency level and effectiveness of service provided across multiple locations and among various staff. Through the detailed write-ups of service experiences, we truly document, analyze, and evaluate – so you can improve your service to your community.
We identify client goals, the team charter, timelines, and the appropriate size and composition of team membership. Then, we determine the best approach for working with the client within the timeframe desired.
It’s often beneficial to have an Executive Champion serving as needed to ensure any roadblocks to the process are addressed. For any team facilitated, CSS creates a concurrent Communications Plan that keeps all staff aware of progress throughout the process.
CSS can facilitate teams of employees through our Customer-Focused Process Redesign Methodology or come in as consultants to lead the redesign of faulty processes and services ourselves.
CSS can even work with staff using Kaizen, continuous improvement and idea generation techniques to get all staff involved with making their own, incremental improvements on a daily basis.
Other CSS Government Services
- Plan Review/Permitting Process Assessment
- Internal Customer Satisfaction Surveys
- Client Satisfaction Design and Delivery
- Relationship Management Structure Design
- Customer Service Audit
- Process Redesign Training
- Business Retention & Expansion (BRE) Program Development
- Employee Climate Improvement Consulting