Code of Quality Service

  • Classroom

This training is designed for taxpayer-contact employees who want to understand how and why the concepts of excellent customer service have evolved. Every government organization is dealing with budget cuts, fewer staff members, and more work. The taxpayer requires excellent service, so how do we do more for them with less? This session helps employees understand critical service concepts like Moments of Truth, Cycles of Service, Service Blueprints, and Service Recovery. It features a discussion of the Code of Quality Service, a set of 10 employee behaviors that can make employees work easier, more fun and more relevant to the service needs of todays taxpayer.

If you are a person with a disability and need an accommodation to participate, please contact the California JPIA training division by email,, within two business days of the training date, noting that the Authority is closed on Fridays. 

Topics Covered

  • The History of Service Management (Including: The Total Quality Management Movement, The Influence of Other Countries, and Leading U.S. Companies Known for Service Excellence)
  • Moments of Truth and its Critical Importance in Providing Good Service
  • The Service Blueprint to Correct Service Process Errors
  • How and When to Use Service Recovery Techniques
  • The Three Service Roles
  • How to Deal with Difficult Taxpayers
  • The Sins of Internal and External Service
  • Avoiding Job Burnout and Apathy
  • Defining the Customer Value Model from the Taxpayers Perspective
  • The 10 Behaviors in the Code of Quality Service


4 hours


Best Practices


As Needed

Who Should Attend:

Employees Who Interact With Other Employees And With The Public