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Customer Service Flyer - LETAC

Law Enforcement Training Advisory Commission 3171 Greenhead Drive, Suite B Springfield, IL 62711. Phone (217) 726-7014 Fax (217) 726-7833. Email Website Ellen L. Petty, Director Law Enforcement Customer Service EIGHT SEPARATE ONE DAY OFFERINGS 8:30 4:30 February 16 19, 2009 & February 23 26, 2009 Springfield Police Academy 3501 Colorplant Road, Springfield, IL A FranklinCovey 8 hour workshop session on law enforcement Customer Service to focus on the following topics: I. Values/Goals Authentic values are those by which a life can be lived, which can form a people that produce great deeds and thoughts. Alan Bloom Understanding our value systems: Leaders Values Behavior Culture Performance Results How failing to practice principles based values adversely impact customers and employees and all constituents who an interest in the organization. Basic Change Model Introduced (Dr. Stephen Covey Model) II. Nobility of Policing No one is compelled to choose the profession of police officer, but having chosen it, everyone is obligated to perform its duties and live up to the high standards of its requirements.

IV. Strategies to Excellent Customer Service • Community Policing • Expect the Best: Expect the best from all your internal relationships.

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Transcription of Customer Service Flyer - LETAC

1 Law Enforcement Training Advisory Commission 3171 Greenhead Drive, Suite B Springfield, IL 62711. Phone (217) 726-7014 Fax (217) 726-7833. Email Website Ellen L. Petty, Director Law Enforcement Customer Service EIGHT SEPARATE ONE DAY OFFERINGS 8:30 4:30 February 16 19, 2009 & February 23 26, 2009 Springfield Police Academy 3501 Colorplant Road, Springfield, IL A FranklinCovey 8 hour workshop session on law enforcement Customer Service to focus on the following topics: I. Values/Goals Authentic values are those by which a life can be lived, which can form a people that produce great deeds and thoughts. Alan Bloom Understanding our value systems: Leaders Values Behavior Culture Performance Results How failing to practice principles based values adversely impact customers and employees and all constituents who an interest in the organization. Basic Change Model Introduced (Dr. Stephen Covey Model) II. Nobility of Policing No one is compelled to choose the profession of police officer, but having chosen it, everyone is obligated to perform its duties and live up to the high standards of its requirements.

2 Understanding Why We/You Are Here Why do you wear the badge? How are you adding Value, to profession to the lives you touch daily? Responsibilities and Tools of this Noble Profession Preserve Freedom Law: Search and Arrest Uphold the Law Use of Force Ensure Justice Incarceration Protect Life Power of Influence Peacekeeping III. What is Customer Service ? "The goal is to develop a work environment where people feel good and feel fulfilled by their work." (The Fish Philosophy) 1) Play: Creating an environment where employees and the public can thoroughly enjoy themselves. 2) Make Their Day: Is about doing something special for customers and co workers. The idea is to give another person a gift they don't forget and feel good by giving it. 3) Be There: Is about being totally focused on the moment and on the person or task at hand. When a worker is fully present, he or she is attentive and able to take advantage of opportunities. 4) Choose Your Attitude: Each member has the power to choose his or her attitude and that each is responsible for that choice.

3 Your Attitude ( Service ) Your Knowledge (Job Knowledge) Your Communication Style (Respect) Your Decisions and Actions (Mutual Benefit) Illinois Law Enforcement Training & Standards Board Mobile Team Unit #10. Serving Counties of Cass Logan Mason Menard Morgan Sangamon Scott IV. Strategies to Excellent Customer Service Community Policing Expect the Best: Expect the best from all your internal relationships. Invest your Whole Self: Give your undivided attention to the people and the task at hand. Stay Focused: Remember the mission and goals of the City and stay laser focus on the delivering the best Service given the challenges and opportunities at hand. Be an Active Listener: Seek first to understand what is being requested of you, ask questions to ensure understanding, explore all realistic opportunities to meet reasonable expectations. Keep promises: Do what you say you are going to do when you say you are going to do it. Notify in advance if events make delivery on promises unlikely.

4 Be a Good team member: Establish an environment of mutual respect and appreciate others for their individuality and capability. Remember your performance impacts overall team results. Diversity: The demographics are changing. V. Social Contract Theory The Nobility of Policing demands the Noblest of Character Moral and Ethical Obligations of Law Enforcement Professionals to the communities they serve. Delivering on our Promise VI. Emotional Intelligence The rules for work are changing. We're being judged by a new yardstick: not just how smart we are, or our expertise, but also how well we handle ourselves and each other. Daniel Goleman Emotional Intelligence 1) Self Awareness: Recognizing and understanding moods, emotions, drives and how they affect others. 2) Self Regulation: Ability to control, redirect disruptive moods and impulses. 3) Motivation: A passion to work for a cause beyond money and status. 4) Empathy: Ability to understand emotional makeup of others and skill in treating people accordingly.

5 5) Social Skill: Proficiency in managing relationships and building networks, finding common ground and rapport. Experiential Learning Processes Experiential learning processes will also be utilized during the training to provide the participants an opportunity to reflect on new experiences from different perspectives. Active experimentation allows the participants to test what they learn in new and more complex situations enabling them to go to a higher level of understanding. Use of the following interactive learning processes ensure the participants are actively engaged in analyzing information, determining the nature of challenges we encounter in our efforts to deliver excellent Customer Service as well as, identifying and evaluating alternative courses of action, making decisions and thinking critically. TO REGISTER: Email registration to Fill out and submit our online registration form on the website at Call 217 726 7014 to register by phone (be sure to include all pertinent information).

6 We can no longer accept registrations from individual officers. All registrations must go through your Chief, Sheriff, or department training office, even if you are attending class on your own time. If you have any questions, please contact the office. A map to this and all of our other training sites can be obtained by visiting the sites page of our website.


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