Overview

The Leadership/Staff Development and Customer Service Training program provides employees and supervisors with essential skills to lead effectively, work collaboratively, and deliver high-quality service to Miami-Dade County residents. This training supports both personal growth and organizational excellence.

Goal

The goal of this program is to develop confident, capable staff members and leaders who demonstrate professionalism, strong communication, and exceptional customer service in every interaction.

What the Training Covers

Leadership & Staff Development

• Foundations of effective leadership within public service

• Building trust, accountability, and team collaboration

• Communication strategies for supervisors and frontline staff

• Managing performance, feedback, and coaching techniques

• Conflict resolution and problem-solving skills

• Time management and organizational awareness

• Professional ethics and decision-making

Customer Service Training

• Understanding the service standards of the Miami-Dade Tax Collector

• Techniques for handling high-volume public interactions

• Communication best practices for in-person, phone, and written inquiries

• De-escalation and managing difficult customer situations

• Ensuring accuracy and clarity of information provided

• Cultural sensitivity and inclusive service

• Maintaining a positive and professional demeanor

Operational Awareness

• The role of each division (Motor Vehicle, Driver License, Real Estate Taxes, Business Tax, etc.)

• Understanding service workflows to better assist residents

• Problem routing and escalation procedures

Benefits for Employees

• Strengthen leadership and communication skills

• Improve teamwork, morale, and workplace culture

• Enhance ability to support and guide colleagues

• Deliver consistent, high-quality customer service

• Increase confidence in handling complex or challenging interactions

• Prepare for supervisory or advanced career roles

Why It Matters

Effective leadership and excellent customer service are essential to the success of the Miami-Dade Tax Collector’s Office. This training ensures every employee—whether front-line staff or management—has the tools needed to provide accurate, respectful, and efficient service to the community.