Building A Stronger Internal Customer Service Culture To Improve Your Mission Performance And Effectiveness – FEDERAL AVIATION ADMINISTRATION & GOLDEN KEY GROUP

Many organizations talk about outward facing customer service, but there is little conversation about internal customer service, the optimization of employees working together to support those who serve the external customer.

This forward-thinking session will discuss the dynamics of how reorganizations, consolidations, and a movement to shared services can impact your customer service model, including:

• Tools, tips, and strategies to implement that will help you achieve this
• Creating a comprehensive communication plan
• How to effectively transform into a more customer oriented and responsive organization

Claudia L. Bogard, Senior Strategist and Customer Service Executive Management Services,
Air Traffic Organization
Federal Aviation Administration

Barry Prokop PMP SSMBB QFDGB, Vice President
Golden Key Group