IAAP – Municipal Employees Chapter

Please make plans to join Municipal Employees Chapter as we host the 54^th Annual Georgia Division Annual Meeting.The meeting will be held June 6-8, 2008 at the Northeast Atlanta Hilton in Norcross, Georgia. Our theme is “IAAP- Your Road to Professionalism”.

Annual meeting will open Friday with registration, vendor show, first timers orientation, lunch, seminar, delegate/alternate briefing and we will end the day with an open house. During the open house, the FAPOTY competition will be held.

We will resume Saturday morning with our business session, luncheon and conclude the day with the banquet to install the new Georgia Division Board.

Municipal Employees Chapter is working very diligently to make this a wonderful event for you.

Stay tuned for more updates! We look forward to seeing you next June when we Travel the Road to Professionalism.

1. Recognize Who Is The Customer.
The customer is someone who receives service.

2. Why Is The Customer Here?
To receive service with a caring and helpful attitude.

3. What Is Government Customer Service?
Government Customer Service is to project at all times a good public image to the taxpayer.

4. How Should We Serve These Customers?

• Greet the customer.
• Listen carefully.
• Keep a positive attitude.
• Treat customers in a friendly and courteous manner.
• Smile when servicing the customers.
• Feedback or verbal communication = WIN/WIN situation.
• Answer all questions to the best of your ability.
• Refrain from talking to fellow coworkers.
• Act in a professional manner.

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Every time you make or receive a telephone call at work you are representing the County and the Office of the Tax Commissioner. The impression you create can be a lasting one, so you’ll want to make sure your voice and manner always show you at your alert and attractive best.

When you are warm and friendly, courteous and tactful you stand out as someone special.

FIVE WAYS TO SOUND AS GOOD AS YOU REALLY ARE:

1. Alertness – Show that you are wide-a-wake, ready to help the person on the line
2. Pleasantness – Put a smile in your voice
3. Naturalness – Use simple, straight-forward language. Avoid technical terms and slang
4. Distinctness – Speak directly into the telephone transmitter, pronouncing your words clearly and carefully.
5. Expressiveness – Talk at a moderate rate and volume, but vary the tone of your voice. This will add emphasis and vitality to what you say.

WHEN YOUR TELEPHONE RINGS:

• Answer Promptly – Quick service helps build a reputation of efficiency for you and the county, so try to answer on the first ring, if possible.
• Identify Yourself – It gets the conversation off to a good start and helps personalize the call.
• Be Friendly – Show that you’re interested. Be a good listener so the person will not have to repeat what he/she says.
• Be Considerate – Don’t try to carry on two conversations at once. Callers shouldn’t be made to feel they’re competing with people in your office for your attention.

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Our theme this year is Constructing Careers with IAAP. Municipal Employees Chapter offers administrative professionals many opportunities to enhance and advance their careers with educational seminars, opportunities to network, and showcase your leadership skills. There are numerous resources to help you earn your Certified Professional Secretary (CPS) and Certified Administrative Professional (CAP) ratings.Explore Municipal Employees Chapter website and find the ways IAAP can benefit you and your career. Be sure to attend one of our monthly meetings. We meet the third Thursday of the month and would be delighted to have you visit our Chapter.

When I joined IAAP in September 2003, I was looking for a way to grow professionally and connect with others who shared my goals. I found that in the Municipal Employees Chapter. Being a closed chapter limited to employees of municipalities, they understand our unique challenges of working for a public entity.

Through the conferences and workshops sponsored on the International, Division, and Chapter levels, I have gained valuable knowledge and training opportunities. When I decided to further my education, I researched various options. I was excited to discover IAAP had partnered with Madison Area Technical College to offer an associate degree custom made to fit the needs of the administrative professional. By being entirely online, I was able to work it in my busy schedule. Credit was also given for obtaining my CPS/CAP certification as well as on the job experience for certain classes. I would suggest this method of learning for anyone who is considering getting their degree in administration.

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I’ve often said that IAAP has really made a difference in my life; both personal and professional. I’ve grown so much since joining and I guess that’s why I’ve been a member for 20 years and still have a passion for the organization. Because I am a firm believer in the bible passage Luke 12:48 For Unto whomsoever much is given, of him shall be much required, I’ve been trying to determine how I can be a Difference Maker this year. I think the answer to my question is to serve you the member to the best of my ability, share what I’ve learned, and never stop learning. In his book The Difference Maker, John Maxwell writes Success each day should be judged by the seeds sown, not the harvest reaped. I challenge each of you to join me and be a Difference Maker this year. Let’s sew seeds of professionalism and share what we have learned with each other. If I can ever assist you, please email or phone me.