September 24 in Sacramento

November 13 in San Diego

This policy level course will help county managers and elected officials explore ways to create and enhance a customer service culture in their organization. Participants will explore how to balance good customer service with county and state regulations and requirements. The conversation will focus on what defines good customer service and a service culture. Lively small and large group discussions will give you tools to assess where you are, what the gaps are to be more service oriented, and how to get there. Participants discuss the elements of structure and process which support and recognize effective customer service, even in difficult regulatory situations. You will be able to network and brainstorm with your peers as well as learn practical strategies. Barriers to good customer service are examined along with service and performance measurements.

Instructors:  Dr. Marilyn Manning, CEO, The Consulting Team, LLC, has consulted on customer service, strategic planning, communications and cultural changes with multiple local governments; and Liz Kniss, Palo Alto City Council Member and former Santa Clara County Supervisor.