Customer Service in the Public Sector

Providing Quality Customer Service in the Public Sector


Government agencies at every level can gain unimaginable benefits by putting the needs and wants of citizens first. As consumer expectations are increasing with ever increasing technological advances such as smartphones and apps, New frontiers of convenience, speed, and transparency are opening for private sector customers. At the same time, tightening government budgets are making it difficult for the public sector to deliver services with similarly high quality to that of the Private Sector. it’s perhaps no surprise that interactions with government agencies frustrates and continue to disappoint its citizens making them to prefare private sector thereby taking the much needed income from government institutions. Resulting in cash insolvency  and government bailouts which further results in more stress to citizens

This training course is designed to provide public sector officials with the much needed 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. Public sector Delegates will walk away from this programme with the ability to measure customer satisfaction and apply the design elements necessary to structure their organisations and departments in a customer-centric manner to respond effectively as customer service needs and conditions change.


Key Highlights

  • 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


Training Objectives

By the end of the 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


Benefits to the Organization

  • 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


Who Should Attend

This training course is suitable to a wide range of professionals but will greatly benefit

  • Service Personnel at all levels of federal, state and local government agencies
  • Public Sector Employees
  • Department Managers and Customer Service Supervisors
  • Nonprofit Organisation Employees
  • Public Transportation and utilities employees


Compressed Program Outline ( Please Contact us for a Detailed Program Outline)

Improving Customer Service Communication and Interpersonal Skills Development     
Building a Public-Sector Customer-Centric Organization
Harnessing the Power of Social Media to Improve Customer Service    
Measuring and Monitoring Public Sector Customer Service Satisfaction
Achieving Public Sector Customer Service Excellence

Pioneers in Global Leadership and Quality Management 

Also available for 2 to 3 day durations as well as 10 to 30-day training durations In-House and Live online


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DATES AND VENUES

Out of Safety for all our Clients, All our Courses are available for Live Online Training