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Project Review <br /> offered include: Customer Service Excellence, Customer Service in a Regulatory <br /> Environment, Dealing with Angry People, and The Power of Words (Listening and <br /> Conflict Management). Other pertinent courses are offered free through. our <br /> employee assistance program. Reception staff receives training in telephone <br /> techniques. Formal processes are in place to record and track customer service <br /> requests (see 6.6): <br /> Actions to Comply: <br /> Evaluator Suggestions: <br /> Evaluator Requirements: <br /> Evaluator Note: <br /> Project Manager's Signature: Date: !o ' 24~ <br /> Agency Director's Signature: Date: <br /> <br /> APWA Self Assessment - 4tlt Edition # 2.35 Page 2 of 2 <br /> <br />