Excellence in Customer Service Training

As municipal employees, we often interact with citizens who may be frustrated, confused, or downright angry. Whether it’s a billing dispute, a misunderstanding of policies, or simply a high-stress situation, emotions can run high. Our role is not only to provide information or process requests but to ensure that every interaction is handled with professionalism, patience, and empathy - even in difficult moments. But how do we learn the necessary skills for success? 

Excellence in Customer Service training is a two part series designed to provide municipal treasury managers and staff with the skills you need to provide strong internal and external customer service to your colleagues and your constituents. The two sessions are held independently throughout the year as virtual, online training. The training is interactive - the sessions are live and attendees can ask questions and receive real-time answers and feedback. While we suggest that you take part one first, it is not a prerequisite to taking the second session. Sessions are offered independently and cost $49 for members or $69 for non-members (cost is per session). All attendees receive a certificate of completion after taking a brief quiz to ensure their attendance. See the event calendar on the right for upcoming sessions.

Customer Service Core Skills: part one of the Excellence in Customer Service training program is designed to provide a solid foundation of providing high level service in a municipal based customer service setting. Attendees will learn:

• The importance of customer service
• Identifying the role the Treasurer's office in delivering excellent customer service.
• The impact that laws, policies, and procedures have on the customer experience.
• Key principles of excellent customer service.
• Communication skills and techniques appropriate in varied circumstances.
• The importance of building trust with the community.
• The benefits of providing excellent customer service.

Advanced Customer Service: part two of the Excellence in Customer Service training program will provide second tier skills that are applicable to all staff and managers: identifying and learning the practical tools to navigate difficult interactions with confidence and professionalism. Attendees will learn:

• To recognize emotional triggers - in both customers and ourselves - to respond effectively rather than react impulsively.
• De-escalation techniques for tense situations.
• How to provide address customer needs while maintaining control and professionalism.
• Skills to practice that enable a focus on solutions in order to ensure positive outcomes for both citizens and the organization.
• How to fuel improvement through feedback and self regulation and reflection.