AgdaPkt 2006-05-22 - Laserfiche WebLink

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5.3A Page 1 REPORT ._ m.." .,.,,', .. .. "....'.. -., . ., - . ".'~~, ".,' , - . ..-..."'."..... .," -., To the Honorable Mayor and City Council <, ,FrO,m th,~ City ManC,lger May 22, 2006 Subject The Human Resources Department is requesting additional funding for the design and delivery of citywide customer service training. Recommendation Approve resolution amending HR budget to provide funds in the amount of $14,840 to the Human Resources Department to provide customer service training to customer-facing employees in the spring and summer of 2006. These funds will cover three distinct modules of customer service training: 1) Train the trainer module so staff can deliver the training in the future; 2) Supervisor workshop to give managers the skills to motivate and empower customer facing employees; 3) Two half-day sessions of customer service training for customer- facing employees. Background The Human Resources Department is requesting additional funding of $14,840 for the design and delivery of customer service training workshops. Two half-day sessions - five weeks apart - for customer-facing Redwood City employees would be offered and would provide them creative problem-solving techniques to utilize when dealing with difficult customer situations. Topics covered in the first employee session would include collaborating with customers, choosing to give an empathic response, and using sound listening skills. The second employee session would cover educating customers, maintaining positive customer relations even when unable do what your customer asks, providing service consistent with our values and handling conflict. A six-hour supervisor workshop would be geared toward providing managers with techniques for motivating and empowering employees to provide collaborative service and skills in coaching their employees on customer service. The final workshop would be an eight-hour Train-the-Trainer session, where a cross section of employees from all departments would become certified to deliver the supervisor and employee sessions described above. This Train-the- Trainer session would develop internal capacity to continue to offer the customer service training on an ongoing basis. Moreover, creating a cadre of certified internal trainers would permit the City to make this expenditure of $14,840 a one- time-only outlay. This low fee is made possible because our Employee Development Manager will work collaboratively with the reasonably-priced h..__._........" .. .~~_.....___.,_. ..", _.~,"._.__~.,,_.__.,,_~.._.~~.__ '''M._.