Kansas Association of Counties

Kansas Association of Counties
The KAC Kansas County Government Institute

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Certificate in Customer Service Excellence

The KAC offers a professional development certificate program focused on the development of communication skills to enhance the delivery of county services The program is tailored for county employees who work on the front-line of service delivery, but is also open to anyone employed by or in service to county government. The 25-hour certificate program consists of five required workshops offered over a two-year cycle. Three required workshops will be offered in 2002.

Workshop Calendar for 2002

Application Form for Participation in Certificate Program (8pdf file*)

Request for Credit Form (6pdf file*)

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Program Description

Certificate Objectives

Instruction for the Certificate in Customer Service Excellence program is directed to:

expand awareness of the authority, structure and service functions of county government in Kansas;
enhance basic interpersonal skills important to effectiveness in 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 the dynamics of conflict in the workplace, including an enhanced awareness of participant’s 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 current positions and in developing career goals.

Course Descriptions

Participants are required to complete five, five-hour courses described below:

1. Preparing for Customer Service: Basic Interpersonal Skills

Identifying individual communication styles
Fundamentals of the communication process
How to give and receive effective feedback
Workplace etiquette
Case studies in workplace communication

2. Developing Skills for Service Excellence in County Government

Defining service excellence in the public sector
Self-evaluation of customer service skills
Identifying barriers to the delivery of quality service
Essential communication steps in the service delivery process
Maximizing opportunities to educate customers about county government
Practicing service communication skills through use of role play

3. What Every Employee in Customer Service Should Know About County Government

Highlights of history and origins of county government
Forms of county government and their authority structures
Service delivery mandates/options under Kansas law
Dialogue about how citizen/customers view county government
Trends, prospects and possibilities for change in Kansas counties especially as they may impact delivery of services

4. Managing Conflict on the Front-Line of Customer Service

The nature of conflict in the public sector
Typical situations that upset government customers
How to choose a conflict management strategy
Eight techniques for responding to upset customers
Responding effectively to complaints about service
Case studies in working with upset customers

5. Personal Planning and Organization for Service Excellence

Essential steps in organizing for customer service
Using a personal planner to effectively manage the work day
Top 10 techniques for managing workplace stress
Balancing work and personal life
Take charge of one’s professional growth and development
Resources for career planning
Developing a professional development plan

Completion Project

In order to receive credit for course work toward certification, participants must attend each class in its entirety. In addition to attending the five courses identified above, participants are given the option to complete and submit for review a professional development plan that identifies goals, resources and a timetable for their individual learning and development.

Schedule and Format

Initially, each workshop in the series will be offered three times over a two-year period beginning in the summer, 1999. Workshops are located at different regional sites to reduce the travel time and expense for participants. Additionally, KAC will also consider requests to schedule the certification courses for individual counties.

Each workshop is scheduled from 9:00 a.m. to 3:30 p.m and includes 15 minute breaks in the morning and afternoon, and an hour lunch break.

Recognition

Each participant who completes the five required workshops will receive a certificate of achievement from the Kansas Association of Counties, honorable mention in the County Comment and recognition at the KAC annual conference.

Kansas Association of Counties
6206 SW 9th Terrace Topeka, KS 66615-3822
phone: 785-272-2585 fax: 785-272-3585 email:KAC@ink.org