For immediate release:October 6, 2004
For further information: contact: Tammy Kendig
Judiciary Civil Division Earns Regional Award for Customer Service Initiative
The Civil Division of the New Jersey Superior Court today received the John Neufeld Court Achievement Award of the Mid-Atlantic Association for Court Management (MAACM) at the association's annual conference held this week in Dover, Delaware.
The award is presented annually to a person or group who has successfully implemented a staff training program that is innovative, improves staff competency, creates a sense of teamwork, and provides all of the organization's members with a greater understanding of the organization's mission and goals.
The Judiciary's Civil Division was selected for its statewide customer service training initiative. Under the direction of Michelle Perone, chief of civil court programs, the Civil Division has implemented a multi-faceted program aimed at training and motivating staff to provide high-quality customer service to litigants, attorneys and other Judiciary "customers." All Civil Division staff members receive uniform training that includes educating new and current staff about the Judiciary's commitment to quality service, "basic training" on Civil Division services, and ongoing reinforcement training to emphasize various aspects of customer service each month. These include dealing with difficult customers, the importance of attitude and consistency, and the "boomerang theory," which refers to the idea that a positive attitude elicits a positive response.
"The Civil Division has made great strides in helping staff serve the public efficiently and pleasantly," said Judge Philip S. Carchman, Acting Administrative Director of the Courts. "I am delighted that their hard work and dedication have been recognized by their colleagues."
On Tuesday Ms. Perone presented a workshop on customer service training to conference participants from other states.
Founded in 1993, MAACM is dedicated to providing professional education for court managers in the mid-Atlantic region. The award honors the memory of John Neufeld, who served as the chief of education and training for the New Jersey Judiciary for 15 years. Mr. Neufeld died in 1999.