Course Description

Would you like all of your citizens to leave encounters with the employees of your agency as “satisfied customers?”  That is certainly a lofty goal, but a goal worth striving for none the less.  Government employees want to leave their fellow citizens with that “satisfied customer” experience, but far too often they are not enabled to do so.  One of the causes of dissatisfied citizen-customers is a shortage of Customer Service and Conflict Mitigation skills.  Trying to provide service without Customer Service and Conflict Mitigation skills is like trying to build a house without having any building materials or tools.  This course will provide your agency’s employees with the materials and tools to get that house built!   The students in this class will be enabled to provide what they have been working hard to do, leave their fellow citizens with a “satisfied customer” experience.

There may be times when a government service provider cannot give their citizen-customer exactly what they want, in those instances the citizen-customer just wants to know that someone listened, understood, and cared.  This course is about creating employees who empathetically apply your agency’s processes and policies.  This course will provide an understanding of customer needs and emotional intelligence, how to apply listening and communication models, as well as how to use conflict resolution strategies to move beyond to conflict and provide service.

Your employees want to be service providers, enable them to do it!

For any questions, please contact: Michael Gray at 858-550-0040 or via email

Date & Location

Session 1 is FULL – October 25, 2018, 8:00 am to 12:00 pm
Session 2 (Afternoon) – October 25, 2018, 1:00 pm to 5:00 pm

Location: CalWORKs Building, 2895 South 4th Street, Rooms A & B, El Centro, CA 92243

Course Fee: $30.00

Cancellation Policy: Cancellations received more than ten (10) business days prior to the start of the class will not be charged. If payment has already been made, it will be refunded. Cancellations received ten (10) or less business days before the start of the class will be charged at full price. This late cancellation charge compensates RTC for the non-refundable costs incurred prior to the start date of the course.
No Shows: A No Show on the day of the class will result in a full charge for the class.