Building an Effective Front Counter (Online Live)

Building Departments rely on their front counters to help customers, handle inquiries, and perform intake tasks. With higher levels of staff turnover and increased training requirements, departments need to ensure that their front counter staff have the resources they need to succeed. This course will help Building Departments create standardized knowledge bases that their front counter can use to answer more technical questions, reduce escalations, and stay up to date on the latest processes and code changes in their state/jurisdiction. Participants will walk away with customer service best practices, a method for standardizing and digitizing operating procedures for their frontline staff, and training best practices for new staff.