Managing Staff

Program Overview

Are congressional offices genuinely meeting constituents' demands for great service? Do all of staff members – not just the star performers – provide excellent service as a matter of routine? Has the office inculcated an office culture that supports superlative constituent service? This webinar will train managers on the steps to create a customer service mentality in their offices and deliver high quality services to constituents.

Participants will learn how to:

• identify the various "customers" a congressional office serves (constituents, colleagues, leadership offices, Member etc.);
• foster an office culture that supports superlative constituent service; and
• create and conduct a customer service survey with constituents.

This program is conducted by the Congressional Management Foundation through a competitive bid contract with the Chief Administrative Officer of the U.S. House of Representatives.

Course Schedule

"Customer Service" webinars are held periodically throughout the year.  Dates, times, and locations are subject to change. Please visit our Events Calendar for current programs.

Registration is required and space is limited. To register for or view upcoming programs, please visit https://registerme.house.gov (internal link only), and click on "Webinars." Instructions for connecting to the webinar will be emailed after registration.

In consultation with experts, as well as district and state directors, CMF also offers the following resources to staff on managing and addressing the safety concerns that exist in congressional offices.

Following the tragic events in Arizona, staff and Members view their constituent interactions through a different prism, and have a new awareness of the potential risks posed by public service. CMF has identified four things you as a manager can do right now during this personal safety crisis.

A summary of do's and don'ts from Chapter 3, "Reaching Goals Through Coordination and Teamwork," of CMF's Keeping It Local: A Guide for Managing Congressional District & State Offices.