Customer Service for the Public Sector

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Venue Starting Date Duration Fees Join Now
London - UK , 20211025 25 - Oct - 2021 5 - Day $5,750 Register
Dubai - UAE , 20211212 12 - Dec - 2021 5 - Day $4,750 Register

COURSE OVERVIEW

Delivering a valuable and differentiated experience for customers is essential to the public service’s strategy for customer satisfaction and positive staff morale. Consumers are now used to having an increasing range of choices: choice of supplier, choice of channel, choice of products and services instantly available at their fingertips. Their loyalty is determined by the quality of the experience they receive. In order for the public service to create and sustain a competitive advantage, there needs to be a clear customer service strategy in place that meets, indeed exceeds, customers’ demands and expectations, and this is what this program is designed to do. Participants will learn the knowledge, skills, and strategies necessary to become a world-class service provider that will exceed the expectations and demands of your customers.

 

LEARNING OBJECTIVES

Participants attending the programme will:

  • Develop a strategy to build a more proactive, customer-centric public sector organization
  • Create and shape the public sectors’ brand promise
  • Define customer service excellence – identifying your customers’ values
  • Understand how to measure and monitor the customer service experience to support improvements in line with public sector strategy
  • Understand the barriers to delivering superior customer service at all public service customer ‘touchpoints’
  • Effective responses to complaints in the public sector
  • Understand how to measure customer service culture
  • Develop internal processes that support the public sector service commitment to the customer using diagnostic tools

TARGET AUDIENCE

Anyone in the public sector responsible for developing, positioning, and designing the customer service strategy to meet the needs of customers whilst developing a consistent standard of customer service excellence that reflects the public sector brand.

TRAINING METHODOLOGY

The programme is highly interactive and practical. There will be work in groups and pairs as well as individual exercises and everyone will get an opportunity to discuss and practice. Each day will end with time to produce an action plan for delegates’ continuing development and application back in the workplace.

Pre and Post-course assessments will be used to measure the effectiveness of this training and the pre and post skill and ability of participants.

COURSE CONTENTS

Module 1: What do We Want Our Customers to Experience?

  • KeyTopics:

    • The importance of customer care
    • Understand why superior service is critical
    • Why good service isn’t good enough
    • Identifying how excellence in public sector customer service is delivered and managed
    • Understand the need for customer service skills and what they look like at each customer ‘touchpoint

Module 2: Measuring Customer Service Success

  • KeyTopics:

    • Identify strengths and weaknesses in your current customer service approach
    • Identify and correct service barriers
    • Solve priority customer service problems
    • Service quality tools and techniques – cause and effect analysis, Pareto Analysis, etc.
    • Approaches used by the public sector internationally to deliver customer service excellence

Module 3: Demonstrate Customer Service Professionalism

  • KeyTopics:

    • Maintain and sustain a positive mental attitude
    • Build and monitor the service team to exceeding customer expectations every time
    • Identify ‘best practice’ in managing different customer situations, including complaints
    • Mastering the ways to develop & maintain a positive, customer service focused, attitude

Module 4: Handling Complaints

  • KeyTopics:

    • Mastering the techniques for dealing with difficult customers
    • Stopping complaints from recurring
    • What satisfies customers who complain?
    • The six satisfaction elements to embrace when handling complaints
    • Handling difficult customers

Module 5: Customer Service Management Strategy

  • KeyTopics:

    • Quality Service Statement
    • Cultural analysis/measurement
    • Support values & beliefs by creating and sharing success stories
    • Update customer service systems/procedures
    • Re-recruit’ customer service employees using a toolkit

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