To require customer service training to all public-facing employees in all governmental agencies

HB 3318 requires all West Virginia state employees who interact with the public - such as through phone calls, in-person visits, email, or written correspondence - to complete mandatory customer service training. The bill mandates an 8-hour in-person training program for current public-facing staff by July 1, 2027, and for all new hires before they begin work. State agencies must develop this training by January 1, 2026, and provide an online handbook of customer service policies. Additionally, employees must take a 4-hour refresher course every three years to stay updated on protocols.