In 2008, Mayor Nutter outlined 5 strategic goals for the City of Philadelphia. Goal 5 on the list states, “Philadelphia government works efficiently and effectively, with integrity and responsiveness.”
With this goal came Philly311, and with Philly311, came the Customer Service Leadership Academy.
The Customer Service Leadership Academy offers a catalog of courses to city employees, all with the goal of creating a culture of excellent customer service throughout city government.
An in-house training initiative may not seem significant, but it is. The public sector, as a whole, is not known for exceptional customer service. With the Customer Service Leadership Academy, the City of Philadelphia is taking that presumption, ignoring it, and running towards a better future.
The classes offered in the Customer Service Leadership Academy are lecture-based, but collaborative in nature. Instructors present the class with a slideshow presentation or hands-on exercises. It’s the employees’ thoughts and shared experiences, however, that hold the true value. Through this process, employees learn from the instructor and grow with each other.
The Customer Service Leadership Academy means that the City of Philadelphia wants to better itself. It’s an important program for the government, employees, and ultimately the people of Philadelphia.” said Chief Customer Service Officer Rosetta Lue.
Today’s offered class was Email Etiquette. Employees were taught the “Do’s and Don’ts” of communicating through emails. Throughout the class, employees shared past, problematic situations with the class and collaborated on possible solutions with instructor Kathy Cruz.
Among other classes offered are: Basic Customer Service Telephone Skills, How to Effectively Handle Customer Complaints, and Face to Face Customer Service Interaction for Non Call Center Agencies.
To learn more information on the Customer Service Leadership Academy, please visit https://sites.google.com/site/customerservicetrainingphilly/course-feedback/untitledpost.