Refining Your Communication and Customer Service Skills is a one-day workshop which focuses on the skill needs of frontline employees with significant service delivery responsibilities to external or internal customers. The workshop is also designed for administrative staff who provide internal customer service to coworkers in their department or other County departments. This program is a highly interactive and practical workshop designed to support the County’s Vision and Strategic Plan. The curriculum emphasizes communication skills as they are applied to customer service. Participants will learn techniques for addressing difficult customer service situations with both co-workers and the public.

The workshop will cover the following topics:

• Identifying Customers and Their Needs
• Service Excellence
• Applying Service Excellence Communication Skills
• Responding to Challenging Customers
• Recommending Service Improvements