Customer Service Conference Offers Building Blocks to Success

By: Kimberly Britt, Riverside County DCSS

In September, the Riverside County Department of Child Support Services (Riverside County DCSS) hosted their 24th Annual Customer Service Conference in Moreno Valley, California. Few things have more power to build customer loyalty for any company than improving the customer service skills of the employees. Riverside County DCSS approaches their Customer Service Conference as critical to the long-term sustainability of the child support program, services, and the expectations of their staff. The conference provided all with an opportunity to obtain exclusive and valuable knowledge to help teams deliver the best customer service possible. The conference was open to surrounding counties as well as departments outside Riverside County DCSS, and 326 people were in attendance. Outside agencies and departments were included to help expand customer service throughout the region, and while in 2018, staff from 12 outside departments attended the event, in 2019, 33 outside departments sent representatives. The conference also was shortened from a 3-day to a 2-day event.

Riverside County’s Assistant CEO Sarah Mack was on hand to open the conference, providing attendees with a warm welcome and describing the conference goal of increasing employee productivity to deliver the best customer service possible. She also acknowledged Riverside County DCSS’ efforts to benefit the families and communities we serve.

Director of Riverside County DCSS Kimberly Britt spoke to the vision and mission of the department. Employees in attendance received awards and recognition on different achievements, and three special guest speakers educated attendees on effective communication and employee engagement: Sahar Andrade is a Diversity, Global Leadership & Culture Competence speaker who has a vision and passion in life that she aims to make a reality. Carrie Grace is a motivational speaker and workshop facilitator for employees who desire happiness and fulfillment throughout life’s ups and downs, and Dennis Snow has a passion for service excellence developed over a 20-year history with Walt Disney World working as an executive in Customer Service and Relations. Overall, the 24th Annual Customer Service Conference not only prepared departments for delivery of the best customer service possible, but it also helped may employees define an enhanced purpose in life.

It’s undeniable that a well-trained positive customer service team makes any department the best version of itself. Employee’s ability to communicate directly with customers not only improves their efficiency but also improves effectiveness. Riverside County DCSS is continually aiming to improve service as well as efficiency, and is aware of the direct impact on the communities they serve.

If you are interested in attending the 25th Customer Service Conference in 2020, please contact Marquese Howard, Media Production Specialist, Riverside County DCSS at mdhoward@rivco.org or call 951-955-4104.