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Resources for Government Employees for Better Internal and External Customer Service


Everyone, in every workplace interaction, is a customer.

The challenge is not the customer’s behavior. The challenge is how you respond. How people treat you can be a mirror of your behavior. If you don’t like how you are being treated, look, hear, and understand the details of your own behavior first. Then, decide what you are going to change about your own behavior, so that you can elicit a different response. And remember that behavior has consequences and the goal is to create meaningful consequences rather than negative ones.



Pat Wagner

Pat Wagner

Pattern Research, Inc.

  • Co-owner, management consultant, and instructional producer for Pattern Research, Inc.
  • Consultant and trainer for public sector agencies since 1978; has worked in 48 states, D.C., and Puerto Rico
  • Familiar with government agency culture at local, state, and national levels, from rural municipal and county offices to urban federal agencies
  • Worked with government employees in specialized agencies such as hospitals, higher ed, prisons, research facilities, libraries, schools, fire and police departments, and field inspection and enforcement offices
  • Degree in written communication and performance
  • Can be contacted at [email protected] or on Twitter® @pat2pattern

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