Albany, NY – Customer service specialist and business coach, Lisbeth Calandrino, held her first workshop with City of Albany employees on minimizing stress while handling customer service issues for municipalities. Lisbeth specializes in employee workshops and covers a large variety of topics, including Building a “Wow” Customer Experience for Municipalities.
“In City government it is essential to take the residents point of view into consideration,” said, Mayor Kathy Sheehan. “Lisbeth’s vast experience in workplace training of all kinds made her an ideal candidate to introduce employee training specific to customer relations with our Corporation Counsel staff. Her workshop was very well received and I hope to continue to utilize her services within other city departments.”
“I have been running workshops on customer service for years,” said Lisbeth Calandrino. “There is a significant difference between customer service in the private sector versus within municipalities. Honing in on the delicate way to deal with resident issues involving their home, property or business, as opposed to customers purchasing a product, is an important distinction. I believe that keeping employees stress level low, and ensuring that residents have an appropriate interaction is part of a successful government. I applaud Mayor Sheehan for understanding the benefit of this kind of training in the public sector. ”
Lisbeth’s workshop concentrates on today’s customer and how the customer has evolved over time. In a society that has the Internet at its fingertips, there are new rules for customer service, including resident services. Some of the topics of Lisbeth’s workshop are: How to Balance Empathy With Detachment When a Win-Win Outcome is Not an Option, and Incorporating a More Flexible Communication Style. The focus of the workshop is to provide additional tools for improving communication skills and building a positive rapport with the customer.
“It is important to understand that when residents contact the Corporation Counsel Office, their issues are often complex and difficult and we cannot always solve the matter they present, “ said John Reilly, Corporation Counsel for the City of Albany, NY. “Lisbeth’s workshop was beneficial to my staff and her training reinforces the importance of treating everyone with respect and giving the most helpful information available. My office is now reaping the positive impact of Lisbeth’s training.”
Lisbeth is dedicated to her community. She is a member of the Historic Albany Foundation and an active volunteer for the Hudson Park Neighborhood Association along with many other organizations. Therefore she felt strongly about donating her services to the City’s Corporation Counsel to benefit not only the City employees, but the residents of Albany. Lisbeth’s pride for her neighborhood and community runs deep.
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Lisbeth Calandrino is a self-made entrepreneur who built a business with seven retail stores and an international magazine. Her acute business sense and positive energy make her a dynamic presenter. Lisbeth has spent over 20 years developing customized training programs in sales, marketing, and customer service. Lisbeth can help you build solid relationships with your customers through customer service training, communication strategies and social media. www.lisbethcalandrino.com. To schedule a consultation, contact 518-495-5380. Lisbeth is a proud resident of the Historic Hudson Park Neighborhood in Albany, New York.
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