The Municipal Customer Service Program
The James Madison Group’s unique Municipal Customer Service Program teaches principles and skills that apply to virtually all municipal employees. Those who interact with citizens or co-workers in the office, on the phone, in the community, or in the field will find new ways to approach both internal and external customers more professionally. Your staff will be known by citizens for their high-quality service. If you prefer, any of these four workshops may be taken separately.
To complete the Municipal Customer Service Program each attendee simply completes all four of the ½-day onsite workshops listed below. We recommend these workshops be done over a 2- to 8-month time period. After each participant completes the program, they will receive a certificate of completion signed by the Chief Administrator and/or Human Resource Director.
Course descriptions follow:
Communication Excellence in the Public Sector
Excellent customer service begins with exceptional communication skills. Whether it’s speaking with the proper tone of voice, listening intently, or using the right body language, it’s important to come across as a professional.
Take your customer service skills to a higher level so that you can truly enjoy your role in communicating policies, procedures, and other important information to the citizens.
Customer Service Excellence in the Public Sector
Customer service in the public sector comes with unique challenges. Citizens have different expectations than customers in the private sector and they’re not afraid to share them. This can create situations that challenge even the most seasoned customer service veteran.
You can make the citizens walk away with a good feeling about their experience with you while showing your team that you are a professional providing a real service, not just an employee doing their job.
Dealing with Angry Citizens and Difficult People
Most citizens and co-workers are reasonable and with a little effort and tact you can handle them with ease. But some external and internal customers can overwhelm even the most patient people.
By practicing using some real-world situations, you’ll leave the workshop ready and eager to face the next surmountable challenge.
Teaming up to Better Serve the Citizens
When all departments are working together in a coordinated effort, the citizens receive better service and have a more positive opinion of their local government. When that spirit of true teamwork is not evident, productivity goes down and the organization’s customer service reputation is tarnished.
Each team member will better understand their role in helping their supervisor and co-workers accomplish team goals and tasks. The result will be a more productive, committed, and motivated team members; and a well-served public.