Rock Beats

Customer Service Awareness Week

Setting the Standard for Customer Service


The City’s 5th Annual Customer Service Awareness Week will take place Oct. 4 to 7. The week will feature training on customer service issues, discussion groups and the Customer Service Award Ceremony on Oct. 7.


As in years past, we will present Individual Customer Service Awards by Departments and the Departmental Customer Service Award. The Innovations Team will also present the Annual Innovations “Rock” Award. The Customer Service Award Ceremony will be from 9 to 11:30 a.m. Thursday, Oct. 7.


Have you received great internal customer service from one of the City’s departments or divisions? Vote for them in the Outstanding Customer Service by a Department or Division award by Friday, Sept. 17.


More training sessions
This year Customer Service Awareness Week will feature four training/discussion sessions designed to give employees important tools that can improve their service to customers and make their jobs less stressful.


Customer Service is a part of everyone’s job. We encourage all employees to try to attend at least one of these sessions. Registration begins Sept. 14. All training sessions will be held in the McConico Community Room.


Communication Training
A highly interactive training session that will include dialogue on successful communication, communication types & styles, and effective listening skills. Conducted by Teresa Bledsoe, HR Director. (3 hours)


Diffusing Hostile Customers
Get insight into hostile behavior and learn strategies for handling it. Conducted by Shannon McIntire, Information Specialist (1.5 hours) Note: This is the same training class that has been offered in the past.


Introduction to Code of Conduct
A roundtable discussion introducing the Customer Service Code of Conduct.  The Code of Conduct is a new tool that was created by the Customer Service Team outlining basic customer service standards.  Conducted by Customer Service team members. (1.5 hours)


Motivating Employees
What motivates you as a public servant?  This session will be a peer-building discussion on what drives you to be a successful employee.  The discussion will center on the network talent model, LEAD initiatives, and how to encourage each other to thrive in a high performance government. Conducted by Brooks Bennett, Technology Specialist. (1.5 hours)


Training Schedule



Monday, Oct. 4



    • 9 a.m. to 12 p.m. – Communication Training


    • 1 to 2:30 p.m. – Diffusing Hostile Customers


  • 3:30 to 5 p.m. – Introduction to the Code of Conduct


Tuesday, Oct. 5



    • 8:30 to 10 a.m. – Introduction to the Code of Conduct


    • 10:30 a.m. to 12 p.m. – Diffusing Hostile Customers


  • 2 to 5 p.m. – Communication Training


Wednesday, Oct. 6



    • 9 a.m. to 12 p.m. – Communication Training


    • 1 to 2:30 p.m. – Introduction to the Code of Conduct


  • 3 to 5 p.m. – Motivating Employees


Customer Service Team Members



    • Team Lead Monique Adams, Administration


    • Gabriel Apodaca, IT


    • Veronica Chandler, Planning


    • Kim Chappius, Utility Support


    • Bonnie Cordova, Transportation


    • Trish DeLaTorre, Vehicle Maintenance


    • Theresa Faris, Library


    • Kamie Fitzgerald, DSO


    • Savina Gonzalez, Utility Billing


    • Misty Gray, Finance


    • Joseph Jones, Utility


    • Jo Ellen Knox, Fire


    • Latha Kumar, Engineering


    • Caitlyn Lillo, Police


    • Shannon McIntire, Communications


    • Kathy Michna, Engineering


    • Yvonne Naylor, PARD


    • Juli Land Place, Municipal Court


  • Michael Pompa, Utility