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.
- 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.
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
Private Team Training
Indiviual Private Session
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