Refining Your Communication, Customer Service and Coaching Skills is a one day workshop which focuses on managers and supervisors with service delivery responsibilities to external and internal customers. The workshop is also designed for supervisors of 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. This workshop includes all the skills taught to line employees in the basic workshop of “Achieving Service Excellence,” for frontline employees with additional training on coaching employees on these techniques.

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
• Coaching for Service Excellence
• Recognizing Achievement
• Improving Performance