Californians increasingly expect the same level of customer service from their government as they receive in their dealings with in other parts of their lives. Even though we know that we serve the public, we know we can do better in delivering customer service. In this panel, we hear from three executives whose organizations have made customer service a central part of their culture.
Janet Sohal has been in nursing for over 30 years. Her clinical experiences range from ICU to step down units. Ms. Sohal joined the nationally acclaimed patient centered care program – Planetree in 1989 and in 1994, moved into a staff developer role at Santa Clara Medical Center in San Jose, California. She joined Kaiser Sacramento as a Clinical Educator and became the Director of Performance Improvement in 2009. Ms. Sohal became the Care Experience Leader and just recently took on the role as the Director of Leadership Development and Learning. Ms. Sohal has a BSN from the University of Phoenix and a MSN from Dominquez Hills State University in Southern California.
Tracy Carlson is the Director of Customer Operations at the Sacramento Municipal Utility District, where she brings nearly 20 years’ experience in contact center management and customer care. She oversees a budget of $50 million and greater than 250 employees. Ms. Carlson has been recognized several times for her ability to lead a large workforce through substantial changes.
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