127 - Break Some Rules: Stop Thinking Like a Municipal Employee

Tuesday, September 26
2:35 PM–3:50 PM

Location: Room RO1

Days: Tuesday, 26 September
Track: Revenue/Customer Service
Session Type: Education Session

Wow! Yippee! That’s how people inside and outside the organization want to feel when they arrive to or leave your office, facility or event. That means ditching platitudes, canned responses and municipal mindset. It means navigating perceived constraints of government work, ignoring some constraints, taking risk, breaking rules, connecting on emotional levels, and turning to best practices to ensure people’s experiences bring them back for another visit. Come listen to an insider and outsider duel it out.

CEU Credits: 0.1

Learning Outcomes:
To understand that customers insde and outside the organization have the same needs and desires
Identify new, different and memorable ways to exceed customer expectations
Begin creating or Improve the customer retention process