Training & Workforce Development

The Right Words at the Right Time:
Strategies for Customer Service Excellence

3-hour class - Cost: $39
AFE # for DOT- 78P8

Developed specifically for front-line public employees, this practical training demonstrates how to turn a citizen/customer's frustration or complaint into understanding. In the heat of the moment, this program will empower you with a clear and memorable checklist of service recovery tools and techniques. From showing empathy and truly listening, to exploring with permission phrases and presenting options, employees will learn how to match the signals they send to the words they say.

This class is designed to address common upset-customer interactions. For state employees who routinely deal with abusive and hostile customers, be advised that the content of this class may not fully address the nature of your customer encounters. However, this class will provide all participants with the most current information on this subject. We welcome you and encourage you to attend!

Competencies addressed:
  • Adaptability
  • Assertiveness
  • Communication
  • Composure
  • Conflict Management
  • Continuous Learning
  • Creativity
  • Customer Service
  • Decisiveness
  • Empathy
  • Influence
line Accountabilities regarding:
  • Communication
  • Customer Service


To request a class, please fill out this Special Request Form.