Customer Service in Public Works


Upcoming dates coming soon!

Take this workshop when it’s offered next!

Workshop Overview

This one-day course fulfills in part the requirements of the Wisconsin Public Works Supervisory Academy and Public Works Management Institute, as recognized by the American Public Works Association and Wisconsin Chapter APWA.

Who Should Attend?

  • Public works supervisors who wish to sharpen their skills
  • Supervisors and managers who are new to the field of public works
  • Public works employees who wish to prepare for advancement
  • Public works engineers who are new to supervision and management
  • Public works professionals engaged in the APWA Donald C. Stone Center leadership and management career path

Workshop Outline

Providing great citizen/customer service for your community

Improve department infrastructures (systems, processes, or structures) that build and sustain great customer service

Knowing the differences between a customer and a stakeholder

Becoming a customer-centered department and create strategies for being more customer-centered

Characteristics of upset customers and learn techniques to calm them

Building a win/win partnership with customers

Supervisors role in ensuring great customer service and strategies for supporting frontline employees


"How to be an better listener was most useful."

"A lot of suggestions on improvement with useful tools."

"Helpful skills to help deal with difficult customers."



Jeff Russell

Jeffrey Russell, co-owner of Russell Consulting, Inc., specializes in helping organizations successfully respond to the challenges of continuous change. With a focus on leadership, strategic thinking, leading change, performance management, and creative problem solving, Jeff has worked with organizations as diverse as Fortune 500 firms, social and public sector organizations, and small family businesses. Jeff received his Master of Science Degree in Industrial Relations from the University of Wisconsin-Madison where he serves as an adjunct faculty member at University of Wisconsin-Madison and UW-Milwaukee. He also teaches for the UW-Madison and UW-LaCrosse Small Business Development Centers.

Benjamin Jordan

Benjamin J. Jordan, PE is a program director with Interdisciplinary Professional Programs in the transportation sector. He has over 35 years of experience in civil engineering and public works. He earned a Bachelor of Science Degree in Civil Engineering from the University of Illinois at Urbana–Champaign and a Master of Public Affairs degree with a Certificate in Public Management from the University of Missouri-Columbia. He is a Licensed Professional Engineer in the State of Illinois.

Upcoming dates coming soon!

Take this workshop when it’s offered next!

Program Director

Benjamin Jordan

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