Due to popular demand, we are pleased to offer this webinar twice this fall!
Join this specialized webinar designed specifically for municipal staff with customer-facing roles and responsibilities. We'll explore invaluable strategies to skillfully navigate offensive comments from customers and embark on a transformative journey to empower you with the tools you need to effectively manage and excel at customer service.
With a unique blend of personal resilience, effective communication prowess, and unwavering commitment to established policies and procedures, you'll learn how to identify varying types of 'offensive' comments, master the skill of crafting respectful replies that exude professionalism, and become adept at seamless escalation processes. You'll also unlock the secrets to resiliently managing emotional responses, ensuring you stay cool, calm, and collected in challenging situations. We will also touch on the importance and significance of self-care, guiding you on post-interaction well-being, and shedding light on the potential repercussions of retaliation.
Elevate your professional toolkit with essential skills that not only shield you from offensive comments but also foster a workplace culture steeped in respect and adherence to guidelines. Don't miss this chance to invest in yourself and your career. Join us to become a beacon of resiliency and professionalism in the face of adversity!
Learning Objectives
- Recognize and identify various offensive comment types
- Practice how to respond respectfully to difficult customers
- Gain new tools and strategies through training resources and support practices
- Discover recommended escalation policies and processes
- Learn how to practice post-interaction self-care
Speaker
Jamie Boyle
Chief Positivity Officer, Town of Newmarket
Jamie Boyle has been in municipal government for 29 years, the last 24 with the Town of Newmarket. Working in customer service as an associate, supervisor, and manager since 2004, Jamie has a wealth of experience dealing with all types of personalities and customer service scenarios.
Jamie has been a corporate trainer with the Town of Newmarket since 2015. His “Exceptional Service in the Public Sector” course has been delivered since 2018. He was appointed the Town of Newmarket’s Chief Positivity Officer in 2020, responsible for maintaining and fostering corporate culture across the organization. Jamie also works as a part-time professor for Seneca's public administration program.