Customer Service for the Public Sector

Course Introduction

The benefits of providing excellent customer service are quite clear in the commercial, for profit world, but what is often overlooked is that the very same principles are also just as necessary in the public sector.  Citizens have become used to the 24/7/365 'Always on' ethos of the commercial world and are, increasingly, expecting the same levels of service and responsiveness from Government agencies too.

This Oxford 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 training course 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.

Objectives

Specifically you will learn to:

• Develop proactive customer service vision, 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

Who Should Attend?

This training course has been specifically  designed for public services and government agencies and will use real-world examples to train public employees how to increase customer satisfaction.

This Oxford Management Centre 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
• Non-profit Organisation Employees
• Public Transportation and utilities employees

Course Outline

Day 1

How to improve Customer Service Communication and Interpersonal Skills Development

Day 2

Building a Public-Sector Customer-Centric Organisation

Day 3

Harnessing the Power of Social Media to Improve Customer Service

Day 4

Measuring and Monitoring Public Sector Customer Service Satisfaction

Day 5

Achieving Public Sector Customer Service Excellence