Regulatory and Compliance 09/26/07 Issue

SBA: Refocus on Customer Service Following Largest Training Session Ever

WASHINGTON — Credit unions, lenders and small businesses can expect to see more operational reform and accountability, enhanced internal and external communications, and improved customer service as part of the Small Business Administration’s agency transformation agenda.

The agency said it recently completed the largest staff training in its history, covering more than 1,300 of its 2,500 permanent employees. The training, which spanned three weeks in August, featured content tracks based on the employee’s primary role including contracting, loan processing, customer service, administration, marketing and public affairs. Moving forward, SBA said it will train senior managers and headquarters staff this fall and has institutionalized the next SBA University for 2008.