Public Sector Customer Service Training
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Citizen Service: Customer Service and Communication Skills for Government Employees
This customer service training program is designed for those who work for government agencies and routinely interact with both internal and external customers. Taught in an interactive workshop format, the course covers all aspects of professional communication and customer service for those interacting with the public, coworkers, and elected officials.
Available Formats
Program Objectives
At this program's conclusion, participants should be able to:
- Identify how government service differs from private sector customer service.
- Explain customer service and professionalism.
- Demonstrate good phone etiquette.
- Write professional email.
- Lead customers through complicated rules and regulations
- Communicate with elected officials.
- Interact with difficult customers.
The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).
In You We Trust: Articulating How Government Service Is Different
Unlike many businesses that provide customer service, government service providers are often the only game in town. This opening discussion addresses the opportunities and challenges government organizations and their employees face when providing service to citizens.
The Currency of Communication: Are You Meeting the Mark?
During this part of the program we will review the basics of service: factual accuracy, tone of voice, body language, written communication, personal appearance, and responsiveness. Participants will grade their performance and identify areas for improvement.
Fulfilling Promises: Serving for Elected Officials
Government service providers either directly or indirectly represent people who are elected to office. Managing relationships with those officials is an important part of providing accurate information from the front line up and quality service to the public. This segment of the course explores methods for creating that dialogue.
Busting Through Bureaucracy and Reducing Red Tape: Helping Customers Navigate
From completing simple forms to helping customers understand complicated rules, regulations, codes, and ordinances, a customer service providers role is often one of paperwork tour guide. During this portion of the program we will look at ways to make the navigation process move more smoothly, words to choose when working with customers, and body language to avoid.
My Taxes Pay Your Salary: Working with the Frustrated and Unhappy
As much as her or she may try to please everyone, from time to time the government services provider will encounter rude, disgruntled, and difficult customers. This segment addresses techniques for addressing challenging people, difficult situations, and managing stress.
At the conclusion of this public sector customer service training course, participants should have a renewed sense of purpose. They should understand techniques for delivering professional service. And finally, they should be engaged and ready to go back to work.
TRAINING . COURSE . CLASS . WORKSHOP . SEMINAR . PROGRAM
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This course is available onsite for groups. We do not offer the program in a public format. Please contact us to speak with a facilitator about your needs and bringing this workshop to your organization.