Almost seventy General Department of Taxation’s (GDT) staff from UB, Darkhan and several aimags participated in three separate two-day workshops on “Customer Experience Management” that Human Fortis facilitated with project assistance. The workshops were designed to improve the department’s customer service orientation and to promote positive relations with taxpayers. They followed an inception workshop held with GDT management on 27 October and diagnostic observation of GDT’s existing approaches to customer services at various tax offices in UB.
The workshops introduced many new concepts and approaches for GDT staff to implement and practice on the job to improve customer relations. Workshops began with an orientation on integrating individual missions with organizational missions and values and explaining the concept that GDT employees are the face of the organization while providing participants an opportunity to identify how they should and can contribute to organizational missions. Subsequent sessions of the workshop explained the importance of communication through body language, how to overcome barriers to communication and learning to control the communication process. The quality of attentiveness and the skill of active listening were described as critical aspects of customer service. Several GDT participants reported that one of the most important things they learned at the training were the Six Golden Rules of Customer Service and the majority of participants indicated that they will actively implement lessons learned during the session on emotional intelligence and emotionally intelligent habits on the job.
Human Fortis implemented the final two-day workshop from 2-3 December and is continuing observation at tax offices throughout UB as part of the “Customer Experience Management” program which will be implemented through March 2010. Human Fortis, GDT’s senior management, and the appointed internal customer service representative will hold monthly meetings to discuss issues that need to be resolved and highlight areas where progress is being made based on the results of Human Fortis’ ongoing direct observation.
GDT’s initiative to improve relations with and service to the general public is a major indication of the department’s progressive attitude and commitment to serve taxpayers. The project will continue to assist as required in these efforts.
The workshops introduced many new concepts and approaches for GDT staff to implement and practice on the job to improve customer relations. Workshops began with an orientation on integrating individual missions with organizational missions and values and explaining the concept that GDT employees are the face of the organization while providing participants an opportunity to identify how they should and can contribute to organizational missions. Subsequent sessions of the workshop explained the importance of communication through body language, how to overcome barriers to communication and learning to control the communication process. The quality of attentiveness and the skill of active listening were described as critical aspects of customer service. Several GDT participants reported that one of the most important things they learned at the training were the Six Golden Rules of Customer Service and the majority of participants indicated that they will actively implement lessons learned during the session on emotional intelligence and emotionally intelligent habits on the job. Human Fortis implemented the final two-day workshop from 2-3 December and is continuing observation at tax offices throughout UB as part of the “Customer Experience Management” program which will be implemented through March 2010. Human Fortis, GDT’s senior management, and the appointed internal customer service representative will hold monthly meetings to discuss issues that need to be resolved and highlight areas where progress is being made based on the results of Human Fortis’ ongoing direct observation. GDT’s initiative to improve relations with and service to the general public is a major indication of the department’s progressive attitude and commitment to serve taxpayers. The project will continue to assist as required in these efforts.