The benefits of a customer-centric approach are not limited to private corporations. Government agencies at all levels can benefit from prioritizing citizens' needs and desires.
Consumer expectations are rising as technological advancements in smartphones and apps expand consumer convenience.
Simultaneously, tighter government budgets have made it more difficult for the public sector to provide comparable high-quality services. As consumer expectations rise, it's no surprise that dealing with government agencies frustrates and disappoints many.
This Customer Service for the Public Sector training course is designed to provide participants with the communication skills, negotiation strategies, and best practices for public-sector customer service they need to significantly improve customer service while lowering costs and increasing employee satisfaction. Delegates will be able to measure customer satisfaction and apply the design elements required to structure their organization in a customer-centric manner in order to respond effectively as customer service needs and conditions change.
This training course will highlight:
- Estimate public sector customer service most suitable approaches
- Enhance communication effectiveness by creating nonverbal, listening, and questioning skills
- How to monitor and measure satisfaction customer service in public sector?
- Improve persuasion, negotiation, and conflict resolution skills
- Utilize Social Media to increase engagement for public sector customer service
Course Objectives of Public Sector Customer Service
At the end of this training course, you will learn to:
- To develop policies and procedures for proactive customer service.
- Handle working with the types of customer personalities Successfully
- Interact with upset or challenging customers over the phone and in-person
- Emotion management in stressful situations
- Improve listening and questioning techniques to better understand your customer’s real needs
- Set SMART goals to continuously improve customer service satisfaction
Course Methodology of Public Sector Customer Service
This 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 was developed to be practical, easy to use, and facilitate learning.
Organizational Impact of Public Sector Customer Service
Here are just some of the many valuable benefits to your organization:
- Establish a proactive customer-centric public-sector service vision
- Improved professional image with the public
- Increased customer satisfaction and reduced complaints
- More effective organizational communication and teamwork
- Higher employee job satisfaction and lower turnover
- Better service recovery and customer conflict resolution skills
Personal Impact of Public Sector Customer Service
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
