Improve Customer Service Practice for the National Agency of State Property (NASP)

The project aimed to improve customer service practices for the National Agency of State Property (NASP) by enhancing the capacity of NASP's call center and front-line operators so that they could better serve their customers. The project activities included a comprehensive assessment of the call centers and front desks located in public service halls and regional service centers and provided advanced communication technique training to the call center and front-line staff of NASP. After assessing existing managerial practices and conducting an employee engagement and motivation survey, recommendations were drafted to enhance customer service channels.