Foundations of Customer Service for Regulators

Audience: All Employees
Contact Hours: 1 Hour
Instructor: Jon Castleberry​
DOP-18 Applicable: Component IV

Course Description:

Every interaction with a regulated entity is an opportunity to build clarity, trust, and confidence in our work. This training introduces the core customer-service skills that support respectful, consistent, and effective communication. Through a simple scenario, practical tools, and real-world examples, you'll learn how to recognize customer needs, communicate clearly, manage tone, and set expectations in a way that helps every conversation go more smoothly. These fundamentals will prepare you for more advanced collaboration skills in the next course.

You will learn how to:

• Describe the purpose of customer service in regulatory work and why it matters;
• Identify customer needs and behaviors that create positive or negative experiences;
• Apply core communication skills such as active listening, plain language, and clarifying questions;
• Demonstrate professional tone, word choice, and presence in regulatory interactions; and
• Use clear, concise information to set expectations and support consistent, customer-focused interactions.

Audience & Applicability:​

This course is designed for and fully applicable to both classified and classified-exempt employees. All content, examples, and guidance are relevant regardless of employment status.

Registration Information:

If you need assistance enrolling in a class, please contact dop.registrar@wv.gov.