As an old business adage goes, “A happy customer tells a friend; an unhappy customer tells the world.” Excellent customer service differentiates good organizations from great ones, and poor customer service can have a lasting and negative impact on any organization. This session will uncover the organizational values of businesses that are best known for their culture of customer service and apply them to the legislative environment.
Angela Andrews is the senior professional development partner with NCSL’s Legislative Training Institute, where she designs and delivers soft skills training to legislators and staff. She has worked in or for legislatures for almost 20 years, including as a legislative aide in the Massachusetts House of Representatives and in the U.S. Senate. She received her master’s in public administration from Suffolk University in Boston and earned a training and facilitation certificate from the Association for Talent Development.