The Customer Service Certificate program is tailored to the needs of local government employees. These interactive sessions are designed to build critical skills in communication, emotional intelligence, and public service, enabling staff to serve internal and external customers confidently—even in high-pressure environments.
Each training includes real-world examples, reflective exercises, and practical frameworks, empowering participants to enhance service delivery and contribute to a more responsive and respectful public service culture.
“The training was engaging, practical, and tailored to the realities of municipal service. Staff feedback was overwhelmingly positive, and Sherri’s follow-up with management—identifying key challenges and offering actionable solutions—has already proven valuable. We look forward to completing the full series of GMA customer service classes.”
Classes
All classes are facilitated by GMA and are held on-site at the requesting city’s location unless otherwise arranged. Each session is highly interactive and includes course materials, group activities, and practical takeaways.
Customer Service Foundations (3-hour Class)
This course builds foundational service skills by focusing on public sector expectations, de-escalation techniques, internal service dynamics, and communication etiquette.
Excellence in Service: Customer Service Principles for Local Government (3-hour Class)
Participants learn how to shape public perception through first impressions, professionalism, and service recovery techniques. The course focuses on empathy, communication, and consistent service delivery.
Thriving with Emotional Intelligence (Full-Day Premium Course: 6 hours)
This advanced course includes the EQ-i 2.0 Assessment and introduces the AWARE model. Participants build deeper emotional intelligence skills to improve interactions with customers and coworkers in complex or emotionally charged situations.
Steady Under Pressure: Managing Emotions with Challenging Customers (3-hour Class)
Attendees gain emotional regulation and de-escalation tools through the CALM and RISE frameworks. The focus is on self-awareness, boundary setting, and maintaining composure during difficult interactions.
Creating the Customer Experience (3-hour Class)
Built on Maslow’s Hierarchy and Core Energy theory, this course introduces the SERVE model to help participants address emotional and behavioral needs while staying solution-focused and professional.
"By participating in the Customer Service 101 class with GMA, our staff were able to gain a strong foundation towards building a new framework for customer service and teamwork. It gave us the tools we need to strengthen how we serve one another internally, which directly improves the way we serve our community."
Logistics & Pricing
Standard Duration: 3 hours per class (except where noted)
Cost per 3-Hour Class: $900
Maximum Class Size: 20 participants. For groups over 20, additional classes must be scheduled.
Premium 6-Hour Emotional Intelligence Course
- Base Fee: $900
- EQ-i 2.0 Assessment Fee/Free Private Coaching: $175 per participant
Certificates & Plaque: All class participants will receive a certificate of attendance for each class. Participants who graduate from all five classes will receive a framed “Certificate of Completion” plaque for the Customer Service Program.
GMA staff will coordinate with your team to determine dates, logistics, and any necessary customization.