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Key Activity m: Mandatory Customer <br />Service Training <br />What it is: <br />Citywide front-line staff training with refreshers integrated <br />into onboarding, creating a concise core curriculum with <br />department -specific examples. <br />Why now: <br />Service quality varies today, with staff needing tools and <br />training to improve interactions despite being good and <br />hardworking. <br />What we'll do: <br />• Work with 3rd party providers and collaborate to deliver <br />department -specific customer service training <br />• Train supervisors as coaches to sustain learning beyond <br />formal training <br />• Integrate into onboarding and provide annual refreshers <br />• Track completion rates and service satisfaction metrics <br />Timeline <br />Years <br />Est. Cost <br />Success Metrics: <br />* Training completion rates by <br />department <br />• Improvement in resident <br />satisfaction scores <br />* Reduction in escalated complaints <br />