Certificate in Customer Service Excellence

The KAC Institute of Excellence offers a professional development certificate that focuses on enhancing service delivery.  The program is tailored for county employees who work on the front-line of service delivery but it is open to anyone employed in county government. Customer Service Excellence expands the awareness of functions of county government, enhances effective communication skills and effective conflict resolution techniques.

Upon completion of all four classes, you’ll receive a certificate of completion and be recognized in the KAC’s newsletter, County Comment.

Each workshop is scheduled from 9:00 a.m. to 3:00 p.m. In most cases, we will provide lunch onsite so that you can interact with other participants.

  
You’ll learn techniques you can put to work for you immediately along with expanding your awareness of important communication skills. 

  • Learn how to de-escalate an irate customer and turn them into satisfied citizens
  • Expand awareness of the authority, structure and service functions of county government
  • Expand interpersonal skills important to effective workplace relationships, especially those involving internal service functions
  • Develop effective communication and problem-solving skills in the delivery of services to county government’s customers
  • Expand awareness of conflict in the workplace, including an understanding of your preferred style of responding to conflict
  • Learn techniques for responding to upset customers
  • Prepare effectively for customer service through use of personal planning skills and stress management  techniques
  • Acquire skill in planning for professional learning and growth in your current position and in developing career goals

The Customer Service Excellence program provides a foundation of knowledge and service delivery skills that you can immediately put into practice in your position as a county employee. Our instructors put together a curriculum that ensures you're gaining a wide spectrum of relevant skills.

You’ll be in class with others from across the state who take service delivery seriously.  That interaction can be invaluable as you build connections with those who have the same challenges as you.  

Customer Service Excellence Workshops

We make every effort to offer these workshops every year but there will be times when we cannot offer all four classes in a calendar year.  You can take the workshops in any order.

100     Foundations in Customer Service                                          
(Formerly known as Service Excellence in the Public Sector.  This workshop also applies toward completion of Level 1 Roads Scholar programming)
101     Interpersonal Skills and Effective Communication                    
102     Teamwork and Internal Customer Service                                
103     Managing Conflict on the Front Line