Customer Service on the Front Line

Speaker:  Jan Carothers

With communities strapped and citizens anxious, there’s more stress for those serving on the “front lines” of local government. This workshop will focus on service communication skills to maintain positive customer connection, calm upsets and facilitate cooperative problem solving. 
Attendees will gain effective ideas to use immediately in the workplace—for the toughest service challenges. Course topics include:

  • Applying powerful language and collaboration tools to influence how customers respond in annoying, disappointing or frustrating situations;
  • Increasing confidence;
  • Being skillful and compassionate in serving “special-needs” customers; and
  • Demonstrating positive intention and effort for customers so they feel well served, even if the answer is not “yes.”

LGMC: #7 – 6 hours

Available Sessions