This program is specifically designed for Compliance and Code Enforcement Officers.  Each seminar is available in a four hour format for a total of twelve hours for the series. Each module is usually presented in morning and afternoon sessions to reach all department employees. The series is presented over a four to six week period of time for maximum absorption of the material. If desired each module can be divided into two smaller mini-sessions. These seminars are presented in an entertaining and informative style. This format of “entertrainment” educates and entertains making your employees seminars an enjoyable experience.

This series of training modules will establish a refinement in creating a culture of customer service excellence. Ambassador CS is a vehicle for inspection employees to “tool up” and meet today’s homeowner, developer, and contractor with the skills for positive customer interactions.

Ambassadorship incorporates C. A. R. E. principles

C. - Consistent
A. - Able
R. - Responsive
E. - Enabling

Module One - Ambassadorship - Being Citizen - Centered:

This module introduces the C. A. R. E. (Consistency, Ability, and Responsiveness & Enabling) philosophy and explores changing municipal demands in a new millennium service reality. Your presenter Steve Rosenthal, President of The Training Tree presents this module in understanding the necessity of changing a City’s culture to accomplish exceptional service delivery. Through a style of “entertrainment” Steve poignantly depicts changes in customer service demands and consumerism in general. Steve weaves a series of interactive stories that enable participants to explore the differences that have impacted delivering services to the public and why today’s cities are pressed for results. Participants explore the role of both the internal and external customer. The group is introduced to the conflict of being a “regulator” in an “enabler” customer service world. Steve’s stories dramatically depict how we have changed as citizens and consumers. Extensive emphasis is placed on the role of each employee as an ambassador to the citizens and visitors of our City.

Module Two - Developing an Ambassador Mentality:

This module focuses on the language, attitude, and behavior necessary to create an enabler delivery for services that appear regulatory by nature. The session focuses on the language, attitude, and behavior necessary to create the positive customer interaction. Case studies are used and employees critique exchanges concerning dealing with angry and concerned citizens. This module continues our focus on behavior and language with an emphasis on positive intervention strategies. Non-verbal communication and cues are also discussed. Transactional Analysis is introduced and spotlighted as a way of moving transactions to acceptable conclusions. Group exercises are used to analyze situations that can occur that are challenging and how to use techniques to diffuse and deflect anxiety, stress, and anger. Discussion also continues on matching positive service delivery with positive processes.

Module Three - Ambassador Approaches For When Customers Get Stressed:

This module continues our focus on behavior and language with an emphasis on positive intervention strategies. Non-verbal communication and cues are also discussed. Group exercises are used to analyze situations that can occur that are challenging. Discussion also continues on matching positive service delivery with positive processes.