Providing high-quality customer service is a common goal shared by government agencies. As government employees, we provide both external and internal customer service. Our external customers are the citizens of New Jersey. Our internal customers include our colleagues, supervisors, and management. The way customer service needs are addressed reflects on you as an employee, and your State or local government agency. This one-day course is designed to assist you in strengthening your communication, listening, and questioning skills to assess customer needs and provide appropriate solutions.

Learning objectives:

• Recognize customer service as an essential professional practice
• Identify ways that successful customer/client interactions enhance job satisfaction
• Distinguish customer service approaches for external versus internal customers
• Recognize the ways our behaviors affect others
• Apply verbal and non-verbal communication and listening techniques
• Demonstrate increased confidence and skill as a problem solver
• Apply techniques to manage challenging customers
• Apply diffusion, de-escalation, and recovery techniques to better serve angry customers
• Develop an individual action plan to implement techniques

Learning Management System Users:  Please login into your Learning Management System account and navigate to “Now Enrolling” from the “Browse” drop-down menu.  Select the training you wish to register for and click “Enroll.” This will initiate the required approval process.   

External participants, can click here to complete the HR-1 Training Authorization Form. Your direct supervisor, departmental training coordinator, and fiscal officer must approve the form. HR-1's received without proper approval will be returned to the Department's Training Coordinator.

Please note: You are not scheduled for the requested classroom training until you receive an official email confirmation from CLIP.

If you have any questions about the program or the registration process, you can reach a customer success representative by calling (609) 777-2225 or emailing CLIPTraining.Support@csc.nj.gov. 

A $20 administrative  fee will apply to learners who do not have Learning Management System (LMS) platform accounts.

Training Authorization Form