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Center for Leadership Development
Schedule at a Glance

Developing Customer-Focused Organizations


  • No dates currently scheduled


Now, more than ever, Federal managers must generate public value and ensure customer satisfaction. This requires a solid understanding of your customers and how to keep the focus on them. This course will help you gain the skills and knowledge needed to generate and sustain public value.

It is the responsibility of Federal leaders to deliver real customer value while keeping pace with ongoing challenges and expectations. Through thought-provoking discussions, simulations and hands-on projects, you will emerge from this course with the tools for managing citizens' engagement and cultivating strong customer relationships.

How You Will Benefit

  • Understand why being customer-focused matters in Government
  • Learn to cultivate strong customer relationships by studying cutting-edge business practices and public service research
  • Learn how to engage employees to serve the customer mission
  • Develop valid and useful performance measurement strategies in the context of customer service
  • Understand current Administrative initiatives for customer engagement
  • Create an initial blueprint for a strategic plan that integrates all course context

Who Should Attend

Managers, project leaders and others who are accountable for planning and executing excellence in customer service

This course meets one of the requirements for the Manager level of the Leadership Education and Development (LEAD) Certificate program. For more information go to the LEAD certificate  page.

Click here for the class schedule.


Unless the course is listed as RESIDENTIAL, lodging and meals are not included in the tuition.