Customer Service Excellence

Part 1 Tuesday

14 September

“Assessing Service in Your Agency

& Best Practices”

Part 2 Tuesday

28 September

“Developing A Shared Vision & Passion

For Service Excellence”

Part 3 Wednesday

29 September

“Measuring Efficiency

& Implementing World-Class Service”

a. Sponsors: These programs are sponsored by the Housing Television Network (HTVN) in Cheshire, CT with the technical uplink support of the US Army Satellite Education Network (SEN) at Ft. Lee, VA and the registration support of the National Guard. It is made available to members of the GETN consortium through a joint use programming sharing agreement between HTVN and the ARNG (NGB-ART-RDL –MAJ Newcomb). Comments about this program should be directed to the HTVN Operations Manager, Ms. Jackie Festa-Biega at: jbiega@housingcenter.com.

b. Availability: These free, sponsor approved, live, interactive programs will be available ONLY on military/federal GETN CDV Digital (Convergent) Warrior satellite platforms and networks. NO C/KU analog satellite coverage will be available for this program. Limited videoconferencing connectivity may be available through special arrangement on the USA TNET, or Navy CNET videoconferencing networks. ARNG DTTP VTC connectivity may also be available through special arrangement with the ARNG Video Operations Center. VTC users should register at the site below to receive the site materials if any, but are responsible for confirming their own VTC connectivity coordination.

Will this program be Video streamed: There are no plans to webcast this program on either a live or archival basis.

c. Target Audience Statement: Federal and military supervisors, managers, human resource professionals, and all employees and service members interested in wanting to better understand how improve customer service within their organizations.

Part One – Tuesday 14 September, 2004 - To understand what it really takes to demonstrate and believe in providing excellent customer service, and maintain these skills day-after-day.

Program Summary: We’ve all been there – at the receiving end of good and bad service, yet it’s the bad service we always seem to remember. This three-day series will explain why inadequate customer service can have long-lasting devastating results such as losing essential funding, lowering resident satisfaction, creating a negative work environment, and damaging an agency’s reputation that may take years to correct. The broadcast will show viewers the importance of first believing in customer service and then how to provide it to residents and the public, as well as co-workers and peers. It will define the current definition of customer service, and give examples of what excellence in customer service really means. Participants will learn how to assess the level of service in their organization and ways to develop an assessment tool that gets results. The first program will conclude by explaining techniques to use when conducting focus groups and behavioral interviewing within the housing authority.

Part Two – Tuesday September 28 , 2004 - To understand what it really takes to demonstrate and believe in providing excellent customer service, and maintain these skills day-after-day.

Program Summary: The second program in this three-day series will discuss how to develop a shared vision that others can believe in and achieve, as well as define clear expectations of service excellence within their job responsibilities. Viewers will learn ways to take the concepts of customer service and integrate the principals into their everyday work procedures. The program further explains how viewers can develop a passion for service excellence in all areas of their organization; and the key ingredients needed for involving others. Program two concludes by analyzing the need for customer service excellence champions, and what this means to the success of any organization.

Part Three – Wednesday September 29 , 2004 - To understand what it really takes to demonstrate and believe in providing excellent customer service, and how to maintain these skills day-after-day.

Program Summary: The final program will explain the methods necessary in measuring service efficiency, and more specifically, how to measure your progress in the overall process and implementation. Viewers will learn what are the essential components in developing a project plan that accomplishes world class service. Viewers will understand how to keep service alive, and measure their success in the process. The broadcast will conclude by examining procedures that ensure success through developing long-term trust and feedback from co-workers, peers and customers.

Greg Barratt is a nationally recognized professional in the training and organizational development field. He is certified in numerous professional and personal development programs, and has conducted training programs throughout the United States. Mr. Barratt has held leadership positions with Merrill Lynch, Pitney Bowes, RJ Nabisco, Aetna and BIC Corporation where he has been responsible for nationwide, and global organization development and training. In addition, he has been an adjunct faculty member of the Fairfield University Management Program. Currently, he is an adjunct faculty member of the Outdoor Education Center in Cincinnati, Ohio. Mr. Barratt earned his B.S. in Industrial and Organizational Psychology from the University of Bridgeport (Connecticut), and has done graduate work in Organizational Psychology from Fairfield University (Connecticut).

g. CEUs, CMEs, Certificates: None for military or federal viewers of this program.

h. Videotape Availability: A limited number of videotapes may be available after this program. Please contact Ed Kronholm at: dlnets@aol.com for details or call TF; 877-820-0305.

i. Videotape release (if taping from broadcast): This FREE program is unclassified and non-scrambled. There are no copyright restrictions on this program for military and federal users, however it MAY NOT be videotaped and re-broadcast where fees are attached to its showing. It may also not be used for commercial purposes or for profit purposes without additional permission of the sponsors.

k. Satellite Coordinates and Site Support Materials Packet: There are no C/Ku Coordinates for this program. Site support materials, if any, will be sent to registered site coordinators 24-48 hours prior to the broadcast date.

l. Registration: All new and returning GETN sites MUST register for this FREE, public domain program to receive the necessary illumination authentication (GETN/Warrior dishes) and Site Materials Website. Sites may register at: http://www.dlnets.com/telereg.htm or by calling Ed Kronholm’s Office, the Satellite Registrations Coordinator, toll free at 877-820-0305 or 888-820-4898.

m. Future Programs: For future information on free interagency satellite broadcasts co-sponsored by the Army National Guard (subject to change due to satellite availability and other scheduling issues) please visit this web site: (Information changes periodically; please refresh your browser upon each visit) http://www.dlnets.com/itv.htm#current.

n. Other Admin Notes: If you want to unsubscribe, change, or add an email address on the GETN Interagency program Listserv, please go to: Email Controls

A Three Part Program

Part 1

Tuesday