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Course Information

Course Title: Developing Customer Focused Organizations

Course Description: To meet Government’s growing responsibilities in the 21st century, Federal managers must generate maximum public value, working flexibly, effectively and with the agility of the best businesses in the private sector. As a Government leader, your charge is to improve value while keeping up with the latest challenges and demands. You must be entrepreneurial in your outlook and in your practice, always striving for continuous improvement in your customer service.

While this course focuses on critical customer-service tactics, it also explores the vital skills of planning, implementing and sustaining strategic change to better manage citizen engagement. Using cutting-edge business practices and the latest public service research, you will learn how to cultivate strong customer relationships to make your organization customer-focused.

Developing Customer-Focused Organizations will show you how to deliver real value while keeping pace with ongoing challenges, responsibilities and expectations. All these insights will come through thought-provoking discussions, simulations and projects, giving you the hands-on experience you need to work across cultures and provide citizens with seamless, high-value service.

Location: Office of Personnel Management, Washington, DC

Schedule: Will be provided when the course is next available.

Estimated Time to Complete Course: TBD

Registration: For registration information, contact Anne Teresa, 1-304-870-8027,,

Agency/Vendor Sponsor: OPM

Course Content Contact: Anne Teresa, 1-304-870-8027,,

Cost: $3,500 - Lodging and meals are included in the tuition. Lodging starts the first evening of the program and ends on the last day of the program.

Method: Classroom

HR Technical Competencies:

General Competencies: Customer Service

Leadership Competencies: Developing Others; Human Capital Management; Public Service Motivation; Accountability

Roles:  Technical Specialist Technical Specialist

Proficiency Level:

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