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Brookings Institution

Customer Service

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Exceed your customers’ expectations, even with limited resources. Excellence in Customer Service introduces you to a new lexicon and framework that explores the roles of citizens (and other actors), frontline workers and leaders. The course also explains how you can improve the quality of your service — and, as a result, your agency’s organizational performance.

“It may seem like a small shift from customer to client, but this change in mindset will reverberate throughout my agency. I’ll work to bring it to my colleagues.” – Class participant

OPM Competency: Customer Service

MSL Credit Hours: 1

Program Benefits:

  • Master the fundamentals of exceptional customer service
  • Acquire specific skills that help you create value for your clients
  • Develop the thinking and leadership abilities needed to lead a customer-service-based organization

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Brookings Institution

Human Capital

Next dates

Apr 15—16, 2020
2 days
Washington, District of Columbia, United States
USD 1995
USD 997 per day


Improve talent at your agency through research-based steps that positively influence human behavior. The class covers important human-capital topics, such as talent acquisition and employee retention. Acquire insights that help you motivate your employees and boost your agency’s performance.

“Lively class discussions reinforced the content. I came away with pearls of wisdom I can apply to my agency’s recruitment and retention issues.” – Class participant

OPM Competency: Human Capital Management

MSL Credit Hours: 1

Program Benefits:

  • Recruit, retain and develop an engaged, diverse workforce
  • Address strategic human-capital challenges effectively
  • Develop sound strategies for shaping your agency’s workforce behaviors