Customer Service for the Public Sector

Introduction

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 Customer Service for the Public Sector training course 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.

This GLOMACS 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

Objectives

At the end of this training course, you will learn 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

Training Methodology

This GLOMACS Customer Service for the Public Sector training course encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, video clips, and breakout sessions designed to reinforce new skills. The comprehensive course manual has been developed to be practical, easy to use and facilitate learning.

Organisational Impact

Here are just some of the many valuable benefits to your organisation:

• Establish a proactive customer-centric public-sector service vision
• Improved professional image with the public
• Increased customer satisfaction and reduced complaints
• More effective organisational communication and teamwork
• Higher employee job satisfaction and lower turnover
• Better service recovery and customer conflict resolution skills

Personal Impact

After attending this training course, you will acquire:

• An appreciation for the importance of public sector customer service excellence
• Best practices and policies of public sector customer service providers
• Professional communication skills to further your career advancement
• Negotiation skills to confidently work with difficult or upset customers
• Effective goal setting and time management skills to increase productivity
• Proven techniques to reduce stress and maintain a balanced lifestyle