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Tax office practicum recommends citywide customer-service communication training for frontline staff
Summary
Sandra Montantelema, a tax-office staffer who oversees utility customer service, presented a practicum recommending multi-format communication training for frontline employees to reduce confusion, improve empathy and lower repeat visits/calls.
Sandra Montantelema, who works in the City of Laredo tax office and supervises utility customer service, presented a practicum recommending structured communication training for frontline employees. She told the CPM practicum panel that poor communication and unclear guidance cause citizens to be redirected between offices and that employees overwhelmingly supported training: in her survey of 45 employees, every respondent agreed there…
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