Excellence in Municipal Customer Service | Greenville, NC

Excellence in Municipal Customer Service

September 9 | 10 a.m. - 12 p.m. | Greenville, NC

In local government, every interaction is customer service—whether you're answering a phone call, responding to a citizen complaint, or coordinating internally across departments. Providing excellent customer service isn't just about courtesy; it's about building public trust, enhancing community engagement, and improving the efficiency and effectiveness of municipal operations. And yet, customer service is often undervalued or overlooked in the day-to-day work of local governance.

Excellence in Municipal Customer Service is a dynamic, hands-on training designed to help municipal staff and leaders elevate their approach to serving the public. This session goes beyond the basics to explore the principles, behaviors, and systems that support outstanding service in a government context. Participants will learn how to approach every interaction with empathy, professionalism, and problem-solving skills—no matter the situation.

The course will also address real-world challenges, such as dealing with upset or frustrated citizens, navigating internal barriers to good service, and identifying opportunities to improve current practices. Whether your "customers" are external residents or internal colleagues, this session will provide you with practical strategies for delivering service that meets the high standards your community deserves.

Learning Objectives:
By the end of this training, participants will be able to:

• Define the role and value of customer service excellence in municipal government.
• Identify both internal and external municipal customers and understand their expectations.
• Recognize the key behaviors and systems that shape quality service delivery.
• Apply best practices for managing difficult conversations and de-escalating tense situations.
• Evaluate the impact of internal policies, procedures, and culture on customer service outcomes.
• Analyze an existing customer service practice within their organization and identify opportunities for improvement.

Through guided discussion, interactive exercises, and real-world scenarios, participants will leave this course with tools and insights to foster a more responsive, respectful, and citizen-focused organizational culture. 

Instructor:
Vickie Miller, Director of Learning and Development, NCLM

Credit and Certificates:
Participants will receive a Certificate of Completion, and this course counts toward two hours of the NCLM’s Advanced Municipal Leaders (AML) Certificate Program.

Additional Training:
This course is part of an AML double-header. As part of your leadership education, please also considering registering for Municipal Supervisory Basics, offered in the same room just after lunch at 1 p.m. Registration for Municipal Supervisory Basics on Sept. 9 can be found here: 

Lunch:
A complimentary lunch will be provided to all attendees.