The Engineering department for the City of Mesa, AZ, handles the design, PR, and construction for all of the city's capital projects. To speed up the onboarding process and encourage excellent relationships with partners, vendors, and the public, the department decided to look into customer service training.
After consulting with Baker representatives and reviewing the content of the highly acclaimed Exceptional Customer Service training workshop, the City of Mesa signed up for a one-day workshop tailored to the specific scenarios and issues they encounter in real life. Baker's reputation, decades of experience, powerful content, and immersive workshop, and ability to tailor training gained them an enthusiastic new client.
An Exceptional Customer Service Training Expert and Senior Level Instructor with Baker Communications traveled to Mesa, AZ, to deliver the training. During the interactive workshop, participants gained practical experience using effective customer service techniques, such as avoiding "poison words," saying "no" without saying "no," active listening, using positive language in difficult circumstances, and empathizing with the customer's situation to build rapport and find effective solutions for problems and complaints.
About Baker Communications
Baker Communications is headquartered in Houston, Texas and has employees and certified partners in more than 20 cities across the US. Internationally, Baker's footprint includes the United Kingdom, Dubai, Singapore, Argentina, Brazil and Russia. As one of America's fastest-growing corporate training companies, Baker Communications has helped over a million professionals reach maximum performance for over 30 years. Globally recognized companies and government agencies, including ExxonMobil, General Electric and Bank of America depend on Baker Communications to equip their employees with skills to increase market share and produce immediate results. Baker provides customized targeted practice-driven performance improvement solutions that produce rapid, measurable results. Baker Communications' solutions have been utilized and delivered worldwide, throughout Europe, South America, North America, the Middle East, and Asia Pacific.
About the City of Mesa Engineering Department
The City of Mesa Engineering Department has three major areas. First, Engineering Design utilizes both City and Consultant staff to perform analysis, design and bidding of all of the City of Mesa's capital projects with more than 80% of all projects designed by Consulting Architecture, Landscape Architecture and Engineering firms. Second, Engineering Public Relations provides an information resource to citizens, business establishments, news media and community groups regarding capital improvement projects and permit work. The office also provides extensive outreach to increase awareness about City of Mesa roadway projects and the benefits of new improvements. And, third, Engineering Construction utilizes both City and Consultant staff to perform contract administration, inspections of City of Mesa's capital projects and work done in the public right-of-way by private developers, utilities and materials testing.