CCR2001100COMMON COUNCIL - CITY OF MUSKEG0
RESOLUTION MOO-2001
ACCEPTANCE OF PROPOSAL FOR
CUSTOMER SERVICE TRAINING
WHEREAS, Mary C. Gwin & Associates submitted a proposal to the City of Muskego to
provide customer service training at a cost of $15,000; and
WHEREAS, The Finance Committee has reviewed the proposal and has recommended
approval.
NOW, THEREFORE, BE IT RESOLVED That the Common Council of the City of
Muskego, upon the recommendation of the Finance Committee, does hereby accept
the proposal submitted by Mary C. Gwin & Associates to provide customer service
training at a cost not to exceed $15,000.
BE IT FURTHER RESOLVED That the Mayor and Clerk-Treasurer are authorized to
sign any documentation in the name of the City regarding acceptance of the proposal
DATED THIS 8th DAY OF Mav , 2001
SPONSORED BY:
FINANCE COMMITTEE
Ald. Mark Slocomb
Ald. David Sanders
Ald. Nancy Salentine
This is to certify that this is a true and accurate copy of Resolution WOO-2001 which
was adopted by the Common Council of the City of Muskego.
Proposed Classes For The City of Muskego
Session 1.
-Attitudes: Employees’ and Citizens’
(Why these are critical to communication)
-Discussion of Human Relation Principles
(Building trust and confidence)
-Commitment on Human Relations
-Group Vision
(Where do we want to be in 3-6 months?)
-Communication with Customers
(Both internal and external)
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Session 2.
-Report on Human Relations Commitment
(Establish participants’ accountability)
-Motivation
(Motivating others and myself)
-Gaining Enthusiastic Cooperation
(Reinforcing desirable behaviors)
-Instantaneous Rapport
(Remembering names)
-Controlling Worry and Stress
-Enthusiasm-The Secret of Success
(Following through with commitments)
-Enthusiasm Commitment
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Session 3.
-Report on Enthusiasm Commitment
-Dealing with Complaints
(7 Step process)
a -Disagreeing in an Agreeable Way
(Working with differences of opinion)
-Winning People to Your Way of Thinking
(Second set of Human Relation Principles)
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Session 4.
-Second Human Relations Report
-Recognizing Strengths in Others
(Strength centered compliments)
-Revisiting Our Vision
(What will be different and why?)
-Greatest Benefit to You, Your Team and City
(What did you get out of this?)
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