This customer service course targeted to public-sector employees will:
- Address challenges specific to providing customer service on behalf of a government.
- Review best practices for communicating with customers in person and over the telephone.
- Suggest techniques for helping citizens navigate bureaucracy.
- Offer guidance for dealing with unhappy customers.
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 working with members of the public, coworkers, and elected officials.
Note: We offer a similar program in an online instructor-led format called Great Government!: Serving Customers in the Public Sector.
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 business service providers, 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 and ensuring 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 provider’s role is often one of a “paperwork tour guide”. During this portion of the workshop, we will look at ways to make the navigation process move more smoothly, identify words to choose when working with customers, and discuss body language to both adopt and avoid.
“My Taxes Pay Your Salary”: Working with the Frustrated and Unhappy
As much as they may try to please everyone, from time to time government service providers 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 they should be engaged and ready to go back to work.