Municipal clerks are the front lines for conveying a positive impression of city government with the local citizens. Because clerks are very accessible to citizens, they face daily complaints and negative reactions to city government policies and decisions. It is important that they are provided training in how to diplomatically handle citizens complaints (in person and on the phone), how to avoid becoming reactive and angry and how to cope with the stress of complaints and not take them personally. This session will utilize participation by the clerks to explore the types of citizen situations they face daily and how to handle them professionally.
Molly Cormaney, Customer Service Manager, Cedar Falls Utilities