Elorza says 500 city employees received customer service training

PROVIDENCE MAYOR Jorge O. Elorza said more than 500 city employees received customer service training through the city’s Customer Service Initiative. / PBN FILE PHOTO/MICHAEL SALERNO
PROVIDENCE MAYOR Jorge O. Elorza said more than 500 city employees received customer service training through the city’s Customer Service Initiative. / PBN FILE PHOTO/MICHAEL SALERNO

PROVIDENCE – More than 500 city employees received customer service training through the city’s Customer Service Initiative, and the mayor is looking for feedback from constituents.

Constituent feedback cards are available in major city departments. Residents are encouraged to submit customer experience reviews through the feedback cards or online at https://www.providenceri.com/ONS/customer-service-feedback.
“We are making sure the needs of our residents are met in a positive, courteous and timely manner,” Mayor Jorge O. Elorza said in a statement. “Thanks to our Customer Service Initiative, our employees are better equipped to provide assistance to those seeking to do businesses at City Hall. I thank Laborers’ Local Union 1033, Amica Mutual Insurance and the city’s Human Resources Department for their partnership and dedication to moving our city forward.”

Management also received training. The plan is to have all employees trained by 2017, according to information from Elorza’s office. Future training is planned for Providence school bus drivers, public school employees and summer recreation staff.

Sixty percent of municipal employees have gone through the training, which focuses on developing better conflict resolution, collaboration, and internal and external communication skills, thanks to a partnership formed last year between the city, Laborers’ Local 1033 and Amica Mutual Insurance Co.

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The training module used in the partnership was developed utilizing Amica’s customer service model and platform, with assistance from Amica Training Specialist Carolynn Woodis. Laborers’ Local 1033 provided training space for the sessions, and City Training Coordinator Michael Welden served as a lead project coordinator. Due to their major roles in the initiative and their service, both representatives received keys to the city from Elorza.

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