Customer Service for the Public Sector

The benefits of a customer-centric strategy aren’t limited to private sector businesses. Government agencies at every level can gain by putting the needs and wants of citizens first. Consumer expectations are only increasing as technological advances such as smartphones and apps open new frontiers of convenience, speed, and transparency for private sector customers. At the same time, tightening government budgets are making it difficult for the public sector to deliver services of a similarly high quality. With consumer expectations only increasing, it’s perhaps no surprise that interactions with government agencies frustrate and disappoint many people.

This 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 programme 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.

This training seminar will highlight:

• Evaluate public sector customer service best practices
• Improve communication effectiveness by developing nonverbal, listening and questioning skills
• Measure and monitor public sector customer service satisfaction
• Enhance persuasion, negotiation, and conflict resolution skills
• Utilize Social Media to increase public sector customer service engagement

At the end of this training seminar, you will learn to:

• Develop proactive customer service 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

This workshop has been specifically  designed for public services and government agencies, this ICL Customer Service for the Public Sector training course uses real-world examples to train public employees how to increase customer satisfaction.

This 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

How to improve Customer Service Communication and Interpersonal Skills Development     

• The 7 Customer Service Expectations and 4 Customer temperament styles
• Understanding Your Customer’s Nonverbal Communication
• Active Listening and Questioning Skills to Enhance Customer Service
• Techniques for Giving and Receiving Customer Feedback

Building a Public-Sector Customer-Centric Organisation

• Developing a Top-down Customer Service Culture
• Internal vs. External Customers
• Best and Worst Public-sector Customer Service Providers
• Empowering Customer Service Employees

Harnessing the Power of Social Media to Improve Customer Service    

• The Benefits of Using Social Media to Enhance Customer Engagement
• Social Media Public Sector Customer Service Best Practices
• Social Media Monitoring Tools
• Leveraging Social Media: Blogs, Twitter, Facebook and YouTube
• Protecting Your Organisation’s Social, Media Reputation

Measuring and Monitoring Public Sector Customer Service Satisfaction

• Establishing Quality Customer Service Satisfaction Measuring and Monitoring Standards
• Best Practices for Recording and Monitoring Customer Service Issues
• The Role of the Supervisor in Conflict Resolution
• Strategies For Working with Difficult or Demanding People

Achieving Public Sector Customer Service Excellence

• Putting it all together – Action Planning that works
• Setting SMART Goals for Continuous Improvement
• Stress Management Tips for Maintaining a Balanced Lifestyle
• Time Management Principles to Improve Daily Productivity