SENATE BILL NO. 168

INTRODUCED BY L. GROSFIELD

BY REQUEST OF THE JOINT SELECT COMMITTEE ON JOBS AND INCOME

A BILL FOR AN ACT ENTITLED: "AN ACT DIRECTING THE DEPARTMENT OF ADMINISTRATION TO REQUIRE THAT ALL STATE AGENCIES' EXISTING TRAINING PROGRAMS INCLUDE A CUSTOMER SERVICE TRAINING PROGRAM FOR ALL EMPLOYEES; AND PROVIDING AN EFFECTIVE DATE."

BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF MONTANA:

NEW SECTION. Section 1. Customer service training program -- state employees. (1) Except as provided in subsection (2), the department of administration shall direct each state agency to develop and implement a customer service training program as an integral component of existing state employee training programs. The training program must include, at a minimum, instruction in:

(a) effective communication skills;

(b) recognition of customer expectations and needs; and

(c) strategies related to conflict management.

(2) A state agency may contract with a private training program provider to create a customer service training program that meets the minimum criteria established in subsection (1).

NEW SECTION. Section 2. Codification instruction. [Section 1] is intended to be codified as an integral part of Title 2, chapter 15, part 10, and the provisions of Title 2, chapter 15, part 10, apply to [section 1].

NEW SECTION. Section 3. Effective date. [This act] is effective July 1, 1999.

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