Customer Service for the Public Sector

This Gulf Rowad 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.

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

Specifically designed for public services and government agencies, this training course uses real-world examples to train public employees how to increase customer satisfaction.

This Customer Service for the Public Sector 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

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