Professional Development Award Nomination
For Municipalities with a Population Over 100,000
BRAVO for Customer Service Training Program
The BRAVO for Customer Service Training Program equips employees to deliver more consistent service with both external and internal customers across the City of Mississauga's departments and channels. With five steps that can be applied to any service interaction, BRAVO stands for: Be Welcoming, Receive the Need, Address the Need, Voice Actions and Next Steps, and Offer Your Appreciation.
Implemented in phases, the City’s multi-functional project team partnered with an external vendor to deliver training to the City’s Leadership Teams, People Leaders, and all employees. Additionally, a Train-The-Trainer program with representation from 13 divisions supported the roll-out of online training covering the topics of service, active listening, and empathy.
Noted by one participant as “long overdue,” the new program was applauded for BRAVO's simplicity and more than 2,000 respondents gave the training high marks with a 90% survey satisfaction score. “For the first time, the City has a model that is applicable to all of our interactions and will help us deliver better service across the organization for our municipal customers."
To view the entire awards submission visit the CAMA Member's Section/Awards of Excellence Best Practices (Search for "BRAVO").