Advanced Customer Service Training

This session is part two of the Excellence in Customer Service training program. This session provides second tier skills that are applicable to all staff and managers and is designed to help attendees identify and learn practical tools to navigate difficult interactions with confidence and professionalism, including:

• How 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.

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. Learn more about both parts of the Excellence in Customer Service training offered by APT US&C. 

The session is only $69 for members and $99 for non-members. Register Today! 

For details on cancellations and refunds, please refer to APT USC's refund policy.