Customer Service for the Public Sector

Introduction

This Discovery Tools training course ” Customer Service for the Public Sector ” is designed to give participants the communication skills, negotiation strategies, and public-sector customer service best practices they require to significantly improve customer service while lowering costs and increasing employee satisfaction. Delegates will walk away from this programme with the ability to measure customer satisfaction and apply the design elements necessary to structure their organisation in a customer-centric manner to respond effectively as customer service needs and conditions change.

The benefits of a customer-centric strategy aren’t limited to private sector businesses. Government agencies at every level can gain by putting the needs and wants of citizens first. Consumer expectations are only increasing as technological advances such as smartphones and apps open new frontiers of convenience, speed, and transparency for private sector customers. At the same time, tightening government budgets are making it difficult for the public sector to deliver services of a similarly high quality. With consumer expectations only increasing, it’s perhaps no surprise that interactions with government agencies frustrate and disappoint many people.

This training course will highlight:

Evaluate public sector customer service best practices
Improve communication effectiveness by developing nonverbal, listening and questioning skills
Measure and monitor public sector customer service satisfaction
Enhance persuasion, negotiation, and conflict resolution skills
Utilize Social Media to increase public sector customer service engagement

Course Objectives

By the end of this training course, participants will be able to:

Develop proactive customer service policies and procedures
Successfully handle working with the four types of customer personalities
Calm upset or difficult customers over the phone and in person
Manage your emotions in stressful situations
Enhance listening and questioning skills to better understand your customer’s real needs
Set SMART goals to continuously improve customer service satisfaction

Approved Certificate from