Excellence in Customer Service for Public Sector Employees
In this essential 5-day course, participants will explore how to measure customer satisfaction and how to apply the design elements that are suitable to structure their organisation in a customer-centric manner and provide the kind of service people receive in the private sector. You will learn how to improve your communication skills, especially when needed to communicate with the customer about the rules and regulations or bad news. The course will also help you learn how to deal with demanding customers as it can be challenging to keep the right attitude and convey the information in a good manner. Topics such as negotiation strategies and public-sector customer service best practices will also be covered in detail. This course uses various methods, including case studies, role-plays, presentations, videos, and exercises, to facilitate the learning process.