Customer Service Training for 2,600+ Employees Across a Large County Government
Client Background
A bustling local county government of about 300,000 residents wanted to raise the bar on customer service and empower their workforce to deliver exceptional experiences to every resident they serve. To enact this vision, they contracted Turnkey Solutions to deliver customer service training for the Board of Commissioners' 2,600+ employees across more than 35 departments.
Turnkey implemented an award-winning online training solution using TalentLMS, and designed and delivered a customer service workshop consisting of 5 modules (4 units each) and a Customer Service Leadership Nugget consisting of 4 modules (4 units each) for all employees and leadership of the County. Multi-media courses included job aids, reference sheets, videos, gamification, and other learning tools — with certificates of completion awarded at the end of each course.
The Challenge
Turnkey was initially contracted for 100% on-site training. Then COVID-19 hit — and all in-person contact was significantly reduced or suspended indefinitely. Not wanting to further delay the engagement, the County asked Turnkey Solutions whether the training could be offered online instead.
Turnkey's Response
Turnkey Solutions advised that the pivot to online delivery was feasible and would still be effective and robust enough to meet the County's goals. To begin, Turnkey developed online surveys and conducted online focus groups with both citizens and employees to gather data about their experiences — partnering with the County's Human Resources Department to ensure the questions would surface the critical information needed.
Surveys were deployed simultaneously and made available both online and in physical locations throughout the County, ensuring broad participation. Survey data was gathered and analyzed to identify general areas of need, departmental concerns, and areas where the County was already excelling. Focus groups were conducted with a sample of employees across all 35 departments — including both staff and leadership groups — to provide more in-depth, direct feedback.
Based on the results, Turnkey developed customer service workshop modules for level-1 employee training and level-2 leadership training, along with Train-the-Trainer instruction for ongoing continuous improvement. Turnkey also provided live support to all 2,600+ employees and resource documents for future reference.
The Impact
The County was extremely pleased with the outcome of the training program. They provided glowing reviews, citing the high level of professionalism, employee satisfaction, ease of use, and timely assistance when needed.
In fact, the County was so impressed with the quality of service that they reached out again to discuss additional support for ongoing employee refresher training and explore potential future engagements — a clear testament to the effectiveness and impact of the program.
Need to train a large government workforce — in person or online?
Turnkey Solutions designs and delivers scalable, multi-level training programs built around your agency's real data and your employees' real needs.