The program
The dignified and timely administration of justice depends upon quality customer service at each and every point of the judicial process. The Trial Court introduced the Signature Counter Experience training program in 2015. The Signature Counter Experience training program is a two-part customer service course facilitated at all courthouses and mandated for all Court staff.
The program helps to identify challenges that staff, particularly on the front line, face while trying to meet the needs of the public. Court staff, including judges and clerks, participate in the program as a team to examine and better understand the interactions among themselves, as well as their interactions with court users. This program supports and strengthens the provision of better customer service and includes discussion on how biases of Court staff and Court users may affect these interactions.
This program stresses that the Court user experience begins when an individual walks through the door and passes through security. The user experience extends through the Clerk’s/Register’s or Probation offices, which is where most, if not all, user engagement with the Court system takes place. Ensuring that litigants have a positive experience throughout the courthouse is critical to promoting public trust and confidence in the courts.