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IPSI - Testimonial - D Martin
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Testimonial Letter from David Martin, November 2012

Illinois Public Service Institute, IPSI, is a week long course held over three years, for public employees to enhance their skills. This year’s sessions provided a fulfilling week of intensive training on a wide variety of topics such as, Service Excellence and the role a supervisor plays, Communication Skills, Legal Updates and Creating an Action Plan to name a few.

While finding the time to commit to the week can be difficult, let alone for three years, the information you receive more than offsets its self in time saving of getting answers to situations you are, or may find yourself, in. The instructors are well versed in the topic they presented and I found them all interesting and engaging. I would recommend more supervisors and assistants attend to improve the level of service they are capable of providing.

Here are a few of the things I took away from this training; Setting a realistic level of service excellence you or your organization wishes to or can achieve. Service level goals should be reviewed and adjusted every year to make sure you were able to, and are still able to attain that goal. Making sure your body language matches the verbal message you are trying to convey. When addressing all customers the first impression will set the tone for the current and future interactions so make it a good one. Using proper business etiquette will show that you are professional and deserving of the customers respect. Take performance appraisals with staff seriously, as these are the guidelines to acknowledge excellence or set achievable goals needed for improvement. Social media can help and hurt use it wisely. Protecting yourself, your family and coworkers from violence should be thought about and planned for before you need it. Create an action plan for yourself and the people you supervise using realistic goals so the end result is success not failure. These items I will be personally striving to accomplish along with sharing many other ideas I learned with my peers.

I would like to thank ISAWWA for the generous scholarship they provided me to attend IPSI. I hope they continue their support of this excellent program.

David Martin
City of St. Charles

Assistant Water Division Manager

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