Largest state agency to improve customer service

Fri, 06/08/2007 - 3:08pm
By: The Citizen

ATLANTA (GA) – Approximately twenty thousand state employees, working for the Georgia Department of Human Resources (DHR) will receive customer service training over the next three months.

The training is being offered to enhance the agency’s service delivery. By providing this training, DHR can work towards continuous improvement through making its services faster, friendlier, and easier. DHR launched its first web-based Customer Service E-Course throughout the agency this month.

“We are in the business of supplying human services to the community. Providing excellent customer service is essential,” says Customer Service Champion Malika Reed. “I am proud of the customer service advances we’ve made over the past few months and I look forward to continually improving upon the way we do business.”

The Customer Service E-Course is a learning tool which will be used by employees to gain knowledge on ways to improve their customer service skills. Since the launching of the customer service campaign in January of this year, the Georgia Department of Human Resources has worked closely with the Governor’s Office of Customer Service. Together, The Governor’s Office of Customer Service and DHR have shared best practices on ways to apply Georgia’s four customer service standards –

· GREET your customers promptly and courteously.

· LISTEN and verify your understanding of the customer’s needs.

· HELP customers with your answers and actions.

· HONOR your commitments in a timely manner.

DHR employees are mandated to complete the 30-40 minute e-course within 90 days. After the completion of the training, DHR employees will be faster, friendlier, easier.

DHR manages the Division of Aging Services, the Division of Family and Children Services, the Division of Mental Health, Development Disabilities and Addictive Diseases, The Division of Public Health, the Office Child Support Services, and the Office Regulatory Services. All Georgia citizens will benefit from the improved service delivery.

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