Excellence in Customer Service is the 2nd class of GMA's Customer Service Certificate program. In local government, every interaction is an opportunity to build trust, resolve issues, and create a lasting impression. This interactive course explores the critical role of customer service in shaping the public’s perception of your organization. Participants will learn how strong service habits enhance satisfaction, reduce conflict, and reflect positively on your department and your city as a whole.

Participants will be able to identify their internal and external customers; recognize the impact of first impressions and service delivery;  apply practical strategies to improve communication and responsiveness; ealuate their department’s customer service strengths and areas for growth, and practice respectful, inclusive, and timely service behaviors.