Excellence in Customer Service 

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. 

Build the skills to handle everyday—and challenging—customer interactions with confidence, professionalism, and empathy. This interactive, two-part virtual training series is designed specifically for public treasury professionals and staff who serve both internal and external customers.

Part I: Core Skills provides the foundation for exceptional customer service. 

Part I - Customer Service Core Skills. 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.

Part II - Advanced Customer Service builds on the fundamentals introduced in Part I, with a focus on managing challenging interactions, navigating difficult conversations, resolving conflict, and communicating effectively in high-stress situations. While we suggest that you take Part I first, it is not a prerequisite to taking Part II. Both sessions are offered live online, giving participants the opportunity to ask questions and receive real-time feedback.

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 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.