Customer Service for Building Departments

Municipal building departments are no longer just enforcement arms—they’re service hubs navigating rising public expectations, digital change, and internal complexity. This live, one-day workshop helps municipal building teams deliver excellent customer service in a regulatory context while adapting to the realities of rapid change.

Through real-world scenarios, team-based discussions, and practical exercises, this course supports inspectors, examiners, admin staff, and managers in building a collaborative, customer-focused culture. The session moves beyond basic service training to help departments develop a consistent internal support system, communicate clearly, and thrive through change.

Available Workshop Dates

Elevating Customer Service: Change Management, Culture and Communication for Building Departments

December 16, 2025

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Course Details

What you'll learn:

- Deliver service that balances public trust and regulatory clarity

- Communicate confidently with homeowners, builders, and stakeholders

- De-escalate tough situations with professionalism and empathy

- Embrace internal teamwork to reduce breakdowns and build alignment

- Support change initiatives (digital permits, AI, staffing changes)

- Strengthen service values across all roles in the department

Who this course is designed for:

- Building Inspectors

- Plans Examiners

- Administrative/Permit Staff

- Municipal Supervisors and Managers

We recommend departments attend as a team to maximize impact.

Format and Delivery:

Duration: 6 hours of instruction + 1-hour lunch break
Delivery: In-person or live online via Microsoft Teams
Includes: Guided discussion, team-based activities, and real-world municipal scenarios

Course Modules

Module 1: Principles of Excellent Customer Service
What service means in a regulatory context; setting tone, consistency, and trust.

Module 2: Communicating with Clarity and Confidence
Tools for calm, effective communication—written and verbal.

Module 3: Change Management in Building Departments
Supporting internal alignment during digital and organizational change.

Module 4: Managing Challenging Interactions
De-escalation, empathy, and expectation-setting in tough moments.

Module 5: Role-Specific Scenarios and Best Practices
Applied exercises for inspectors, plans examiners, and admin staff working together.

FAQ

What if I can't attend in person?

We deliver every training session live in a hybrid format. If you cannot attend in person, join us online via Microsoft Teams. Online participants still get to join in on the discussions and interact with other members. You can get the full training experience from your home or office when we use our Meeting Owl camera. With this approach to hybrid collaboration, you will see the full 360 degree view of the training room and be able to participate with the group live in real time.

Will I have access to course material after the workshop?

All participants will have the ability to download all of the course material, including the presentation, activities and quizzes, for two weeks after the course date.

Are there prerequisites?

There are no prerequisites for this course. It is our intention to design the course in a way that benefits participants of all experience levels. In fact, we find that the best discussions often happen when a course has a wide range of experience levels between participants.

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