Customer Service Skills for Government and Public Sector Employees Training Course

Why Select this Training Course?

The ability to provide good customer service is not only limited to the private sector. It can also be found in the public sector and government agencies. It is important for government employees and civil servants to provide exceptional and great services when dealing with customers. Every day, it is becoming important for governmental agencies and cities. It states to understand and grasp the importance of providing the best customer service training for government employees, just like the private sector provides for their employees. This highly practical course from Rcademy will give a new and modern approach to civil service in customer satisfaction and allow you to be job market-ready.

How can you provide better customer service?

Every company and organization must maintain a good relationship with its customers. However, how do they achieve this? To achieve better customer care, organizations train employees, to be honest, do right by the customer, and adhere to strict time management. With these considerations in effect, governments and organizations can be sure to provide better customer service and retain their clients.

Why is customer service important?

In the new era of technology usage, robotics, and automation, it is important to have clear, productive, detailed, and well-structured customer services. Particularly, the talk of improving customer services in governmental agencies and training employees on better customer service has become more prominent in recent years. Whether working with customers directly or handling colleagues, customer service skills can help foster credibility and confidence and solve problems faster. The implication is that civil servants must be trained to be kind, helpful, caring, and respectful at all times.

The Customer Service Skills for Government and Public Sector Employees Training Course by Rcademy will help you to build a better customer service culture, improve public image, improve credibility, and encourage loyalty from customers while at the same time increasing workforce productivity in the public sector.

Who Should Attend?

The Customer Service Skills for Government and Public Sector Employees Training Course by Rcademy is ideal for:

• Public utility employees
• Nonprofit organizations officers
• Civil servants
• Government employees
• Administrators in government positions
• Public sector officials
• Service personnel at all levels of national government, local government, and state agencies
• Government officials in managerial roles

What are the Course Objectives?

The main objectives of The Customer Service Skills for Government and Public Sector Employees Training Course by Rcademy are to enable the participants to:

• Demonstrate ways to communicate regulations and rules
• Develop ways to go above and beyond
• Describe methods of communicating important news
• Understand how to make it easy for your customer to navigate through the organization
• Create a lasting and better relationship with customers
• Improve professional image
• Be more effective in teamwork
• Improve their negotiation skills to work with upsetting customers
• Enhance their questioning and listening skills to better understand customers
• Successfully handled working with different types of customers personalities
• Create goals that will enable them to provide the best services

How will this course be presented?

Rcademy has designed and prepared this training course to instill relevant skills in the participants and make them market-ready. It has also considered the highly practical nature of the course and has therefore prepared the course’s theoretical work to be applicable in the field to solve real-world problems. Some teaching methods that will be used include video, presentation, exercise, assignments, class discussion, and case studies.

What are the Topics Covered in this Course?

Module 1: Attaining public sector and government office excellence

• Time management techniques to improve productivity
• Changing attitude
• Stress management methods and techniques
• SMART goals setting for improvement purposes
• Creating a better action plan
• Evaluating customer satisfaction
• Managing emotions during stressful times
• Best practices for monitoring and recording customer service problems
• Establishing quality checks
• Supervision in conflict resolution
• Strategically handling difficult work with people

Module 2: Improving listening skills

• Listening to understand and not waiting for turns
• Building empathy while listening
• Dealing with barriers to listening
• Creating a good environment to listen
• Demonstrating listening skills
• Understanding levels of listening
• Listening principles
• How to listen to hard to deal with customers
• Understanding the language of customers

Module 3: Communication techniques

• Fostering a good rapport
• Asking the right questions
• Creating a successful interaction with customers
• Building a connection with the customers
• Listening to other cues
• Showing charisma
• Elements of positive communication
• Understanding customer expectations
• Recognizing the importance of non-verbal communication
• Reacting to body language

Module 4: Creating a customer-centric Environment

• Going the extra mile to exceed expectations
• Developing a top-down approach to customer service
• Common traits of all successful leaders
• Empowering customer service employees
• Best and worst public-sector customer service providers
• Internal vs external customers

Module 5: Using social media to improve customer service

• Social media monitoring techniques
• Effectively using social media to enhance service delivery
• Leveraging social media: Facebook, Twitter, Medium, Twitter, and YouTube
• International Standards and best practices in service delivery
• Understanding the era of technology
• Protecting your organization’s social media reputation

Module 6: Improving customer service experience

• The types of customers that exist
• Evaluating a customer’s behavior
• The probing framework
• Understanding customers
• Interacting with customers
• Collate experience and chart learning
• Escalating cases to the right authorities
• Complaint handling
• Rewarding customers

Module 7: Creating a concrete foundation

• Handling both internal and external customers
• Understanding and satisfying different managerial expectations
• Learning the principles behind customer service
• Using the right language to your advantage
• Showing professionalism in customer service
• Understanding your strengths
• Becoming an authentic leader
• Recognizing customers and their different wants

Module 8: Fostering a Partnership

• Giving better alternatives
• Understanding the needs of each other
• Becoming resourceful
• Handling issues professionally
• Being attentive
• Separating personal issues from professional barriers
• Creating the right attitude
• Understanding the customer is king
• Enhancing credibility with all types of customers
• Knowing which one is important: trust or respect
• Setting important goals

Module 9: Addressing and identifying customer needs

• Meeting all the basic needs
• Understanding different situation
• Getting more details of issues
• Staying outside the box
• Perfecting verbal communication
• Doing research
• Applying relevant skills
• Understanding who are customers