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If the Customer
Experience is High-
Wire Act
Then Customer Service is
the NET
Employee Engagement is defined as the extent to which employees are satisfied with their jobs and are committed to their work and their organization.
Client Satisfaction
Confidence and Trust in the City of
Ottawa
Employee Engagement
OperationalPerformance
Job Satisfaction
Commitment
Employee Engagement
How do we achieve Service Excellence?
“There are no traffic jams along the extra mile.”
-ROGER STAUBACH
Handling an Angry Customer
• Use the EAR method – E – Empathize– A – Acknowledge/Apologize – R - Responsibility
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