Municipal Court Leadership and Staff Receive a Tailored Training Solution
Client Background
Turnkey Solutions was engaged by one of the largest cities in Fulton County, GA to assess departmental and citizen perceptions of its Court Services Department and deliver comprehensive customer service training for all court services staff, leadership, and municipal court judges.
This engagement was aimed at supporting the city's strategic plan by fostering a customer service-oriented culture, aligning the department with strategic goals, and addressing internal challenges and departmental tensions.
The Challenge
The City's Court Services department was experiencing significant tension among its staff and with departments they worked closely with. Numerous complaints had highlighted a poor image of the department and their level of customer service to both external and internal customers. Enmeshed in this overarching challenge were several smaller concerns:
Turnkey's Response
Aware of the sensitive team dynamics and eager to help the department work together to best support its customers, Turnkey Solutions offered a thorough customer service training experience — using a precise and efficient methodology to assess training needs and develop customized content.
Turnkey deployed a customer and employee survey to gather new and accurate data about current perceptions of the Court Services Department. This not only confirmed the areas of improvement identified by leadership, but also revealed additional areas of need — and provided a morale boost by highlighting areas where the team was already doing well.
Using the assessment data to inform instructional design, Turnkey developed customized training to address each area of need. To foster genuine cultural change, training engaged both court leadership and court staff in separate sessions to cater to their distinct nuances and differences.
Turnkey employed a multimedia approach — incorporating roundtable discussions, physical job aids, team-building exercises, role-playing, and real-life application activities — to maximize knowledge retention, maintain engagement, and accommodate a diverse array of learning competencies.
Beyond typical customer service topics such as professionalism and communication, the training addressed how to leverage generational strengths and differences to create more unity and understanding within the department.
The Impact
Turnkey Solutions' comprehensive customer service training revitalized the Court Services Department by resolving internal conflicts and boosting team cohesion. The staff's positive reception highlights Turnkey's expertise in handling tense situations with care and professionalism, enabling the team to progress.
Both staff and leadership reported significant improvements, describing the training as transformative and advocating for periodic refresher training to sustain the change. Many staff members noted that the training was not just applicable in the workplace, but beyond.
"The training was life changing."
— Court Services Leadership Team Member
Is your team struggling with internal tension, communication gaps, or cultural misalignment?
Turnkey Solutions designs and delivers customized training that meets your team where they are — and moves them forward together.