Customer Service for the Public Sector

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Customer Service for the Public Sector

Training Skills to Meet the Unique Customer Service Demands in Government Agencies at All Levels.

Specially designed for public services and government agencies, this artistic and interactive customer service training uses real-world examples to train federal employees how to create satisfied customers at every customer contact.

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  • COURSE TYPE Practitioner
  • COURSE NUMBER
  • DURATION 3 days
  • COURSE ACCREDITED BY ICSA

YOU WILL LEARN HOW TO

This seminar teaches service representatives the skills, tips, and techniques to make quality customer service a reality in any public agency. Participants discover new ways to approach both internal and external customers with confidence and professionalism.

Each training session is tailored to your body and organization using cases and examples your service personnel can relate.

Participants learn how to shift the focus from what can’t be done to what can be done for the customer. They learn how to use facts to help customers vent frustrations instead of taking it out on the service representative. They discover how to ask questions, improve listening skills and use communication techniques that can turn hostile customers into enthusiastic advocates of the agency and the customer service representative themselves.

IMPORTANT COURSE INFORMATION

Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.

COURSE OUTLINE

Modules:

Module 1: Improved Service

How to develop proactive policies and procedures

How to create an environment for public satisfaction even when things go wrong

Develop positive communication skills

Develop the appropriate nonverbal communication style – even over the phone

Improve listening skills to understand the customer’s real needs better

How to use winning words, phrases and questions to defuse an emotional situation

Successfully handle different types of personalities

Know what to do when a case goes from bad to worse

Module 2: Improved Agency Image

How to learn from negative experiences

How to communicate that the rules or laws cannot be changed just for them

Being prepared with professional responses to stupid questions

How to recover if you do or say something inappropriate

How to be sensitive to the situation without sympathizing

How to calm upset people over the phone and in person

How to listen thoroughly, speak respectfully and focus on the positive

How to avoid taking negative public comments about your organization personally

How to deal with your stress in stressful situations

Keep motivated to prevent burnout

  • In The Classroom

  • Live, Online

  • Private Team Training

  • Indiviual Private Session

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