When Mayor Nutter took office in 2008, he outlined Strategic Goals for the City of Philadelphia. Goal 5 reads: “Philadelphia City government works efficiently and effectively, with integrity and responsiveness.” While this goal has resulted in a number of external customer service initiatives, the popular Customer Service Leadership Academy is an internal effort within the City government. The CSLA will be returning in the fall for its sixth offering.
Created in 2009 by Chief Customer Service Officer Rosetta Carrington Lue, the Customer Service Leadership Academy was created to give City employees an opportunity for professional growth. The academy offers a diverse catalog of courses which facilitate discussions and exercises to help City employees provide excellent customer service to Philadelphia residents. Since its initial offering, the academy has seen over 2000 participants.
With the addition of one new course, the Customer Service Leadership Academy will offer the following courses for Fall 2013:
Basic Customer Service Telephone Skills
Face-to-Face Interaction for Non-Call Center Employees
How to Effectively Handle Customer Complaints 1
How to Effectively Handle Customer Complaints 2
Basic Time Management Skills for Non-Managers
Neighborhood Liaison Training
Communicate Better through Email and Speech
While official dates for classes will be announced in the coming weeks, stay tuned for videos, tips and updates from the CSLA. If you’re a city employee who would like to sign-up for a customer service leadership academy class, please email CSTraining@phila.gov