Human Behavior & CX: A CSR’s Guide to Survive & Thrive

Your interactions with customers impact your organization's brand image. These interactions create the customer experience (CX); an experience that is a critically important factor in citizen engagement. In this workshop, we will cover tips and techniques that will enable you to:

  • Understand internal and external drivers of human behavior and customer attitudes
  • Positively shape the customer experience
  • Build engagement among citizens.

Section 1. Preparing Your Mindset and Building on Your Strengths

Preparing your mindset helps to keep your outlook and your performance positive in whatever situation you encounter during your day. Using these techniques to reach your daily goals creates a positive experience for you – and your customers.

Section 2. Understanding Customer Behavior

No matter how many customers you talk to, you can still be amazed by their behaviors. In this section, we will discuss human behavior and the internal and external drivers that cause people to do things they do.

Section 3. Bringing it All Together to Achieve Higher Levels of Customer Experience

We will explore the idea of customer experience – what it is, who creates it and why it is significant. As a Service Center employee, you will learn about the importance of your role in customer experience.


Your Instructor


John Hoggard
John Hoggard

For over 20 years, John Hoggard has helped 311s and utilities find, select, procure, prepare for, and implement the right CRM/CIS and related CX technologies. Having helped build many 311 and centralized govt call centers, he loves evangelizing new and innovative customer management strategies/technologies that streamline business processes and optimize revenues. As such, he has helped to select & procure over $300 million of 'customer experience technologies' including but not limited to CRM, billing/CIS, smart city/grid, AI/automation and call center technologies, etc. In addition, John has trained and certified over 700 professionals representing 200+ companies, utilities & 311/public agencies from every major continent. Devoted to providing no-nonsense and vendor-neutral practical advice, John is often published for insights into his technology advice and research. He has been published in over 30 trade publications, and has authored several Best Practices reports for industry leaders. He is passionate about your success, and equally enjoys working with management as well as sitting side by side working with CSRs. John is a former Sr Advisor to a United States Secretary of Commerce. His second book, "The GovCX Handbook" will soon be available on Amazon.


Course Curriculum


  First Section
Available in days
days after you enroll

Frequently Asked Questions


When does the course start and finish?
The course starts now and never ends! It is a completely self-paced online course - you decide when you start and when you finish.
How long do I have access to the course?
30 days - across any and all devices you own

Get started now!