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State of New Jersey, Civil Service Commission
Governor Chris Christie • Lt.Governor Kim Guadagno
 
 

Cost per Person: $159

Pre- Requisite: None

Length: 6 hours

Location:
Mercer County College
1200 Old Trenton Rd
West Windsor, NJ 0855

Class Time:
8:30 am to 4:00 pm

 

Scheduled Session:

Course Description

As government employees, our customers are the citizens of New Jersey. Accordingly, the manner in which customer service needs are addressed is a direct representation of the State or local governing entity. Providing high-quality customer service is a common philosophy shared by government agencies. This one day course will assist participants in strengthening their communication, listening, and questioning skills in order to assess customer needs and provide appropriate solutions.

Learning objectives include:

  • Understand the importance of exceeding customer expectations
  • Learn how successful exchanges with customers increases your job satisfaction
  • Understand how the external customer is not your only customer
  • Recognize how our own behavior affects the behavior of others
  • Apply verbal and nonverbal communication, and listening techniques for higher levels of customer service success
  • Demonstrate increased confidence and skills as a problem solver
  • Apply techniques to deal with challenging customers
  • Apply diffusion, de-escalation, and recovery techniques to deal with angry customers
 
 
Registration

Enrollment is secured once your agency completes, signs and returns the following form to the Civil Service Commission. Fax your form to 609-777-2336. For any questions, call the Registration Team at 609-777-2225.

Training Authorization Form

 
 
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