Public Affairs employees represent your municipality. The impression they make at the counter decides whether or not the customers are satisfied. Making the right impression does not happen automatically. Customer orientation, service for citizens, how do you translate these things into practice? Rules are complex, social media increase the pressure on customer service staff and citizens have higher expectations. Finding the right words, approaching the customer with the right tone, it is all crucial. Managing expectations and handling resistance, for example. When your staff succeeds in all this, citizens will even accept a ‘no’. That is excellent service too.
A friendly and customer oriented treatment.
Citizens are helped efficiently and according to etiquette.
Your staff reacts to frustrated citizens correctly.
Your staff knows how to help specific population groups.
Uniform customer contact via every channel of communication.
Online training is independent of time and place, which is very practical. On top of that, training is quick, low-cost and 'the store' does not have to be closed!
Not just customer contact should be optimal, it is also important that your employees work together efficiently. Good internal communication results in a pleasant working environment, effective processes and a better service towards the citizen. Process thinking, digitisation or the organisation as a network: these current developments ask for a new set of communication skills. To be able to work together, employees need to be conscious of their role, they need to be able to switch roles and draw conclusions. Next to this, your staff’s personal effectivity is also a factor. Help them improve themselves by practicing situations where they are having trouble. Make sure that they are authentic and inquisitive and deliver quality service. The result is an organisation where everyone is developing constantly.
Abstract ideas are translated into practical processes.
Continuing to ask questions and being flexible to reach the best outcome.
Conducting dialogues and solving conflicts using personal insight.
The great thing about this tool is that everybody gets the chance to train themselves, instead of just a few people.
Communication between governance and politicians in a municipality runs differently compared to a team or to customer contact. Political fragmentation, changing relations and sudden media attention ask for unity within the organisaation. Therefore it is very useful to practice this sort of communication in the right way. This includes communication of processes and specific action points, but also the building of relationships and connections within the organisation. Up to a very practical level: how can we talk, email, discuss in the best way possible? This results in better internal cohesion and processes that run more smoothly.
Relations within the organisation are built and strengthened.
Act on your organisation’s key values.
Unconciously, everything sticks with you. Also due to the fact that the practiced situations are very realistic. I recognized a lot of things from my own experience.
As a manager you will often notice the effect of good communication with your staff. Managing also means coaching, giving feedback and supporting. Feedback and coaching that are communicated in the right way can be very useful. A good manager supports his or her team to become more independent and to be more focused on outcome. Managers also conduct effective performance and assessment interviews, they have to call out employees on absence and they have to show empathy. Such a manager develops him or herself and his or her employees at the same time, while the organisation as a whole becomes more effective.
Effective and emphatic conversations with employees.
Giving the employee feedback in an inspiring way.
I mostly heard people say how great it is that basic things are practiced in a very specific way.