Employees should be aware of your agency's commitment to excellent service. This awareness should start on the employee's first day. Your agency's orientation should occur in addition to the Office of Personnel's orientation and should provide and explain the details of your agency's customer service initiatives. Here are tips to help:

• Incorporate agency–specific customer service training into agency–wide new employee orientation. (See agency training section below.)
• Role–play customer service scenarios with new employees to help them gain an understanding of how to meet standards and manage difficult situations.
• Partner a new employee with an experienced, high–performing employee throughout the first few weeks/months of employment. This shadowing will provide the new employee with reassurance that he or she has assistance, allow the new employee to fully understand responsibilities, and will also allow the experienced employee to right any incorrect behavior.
• Inform employees of the importance of excellent customer service, and remind them that their performance is being monitored by the agency.
• Provide agency training. Following are suggested materials and training for agency front–line employees:
  • Information Packet – Provide specific information to front–line employees regarding agency programs, resources, and functions. Solicit the help of program managers and special assistants to complete the document. These documents should be updated monthly or as programs and agency initiatives change. This helps ensure that the agency's message is consistent and correct.
  • Telephone Script – Outline a telephone script specific to your agency that each operator should follow.
  • Classroom Training – Encourage front–line employee participation in customer service training offered through the Center for Workforce Development.