Online Instructor-Led Customer Service Skills for Government Providers

Course Outcomes

This customer service course for government service providers will:

• Outline the importance of good customer service in the public sector.
• Provide several frameworks for understanding and applying communication skills during service interactions.
• Suggest best practices for interacting with customers in person, online, or over the telephone.
• Give concrete advice for handling tough customer interactions.
• Recommend ideas for reducing service stress. 

Course Overview

In the public sector, often the service provider is the only game in town and customers can’t go somewhere else. For that reason, people working in a service capacity for the government must provide good service. This virtual training program is a three-segment offering that outlines the skills anyone serving customers in the public sector must understand and apply. The program can be run as a full-day session with extended breaks or spread across several days.

Note: We offer a similar program in an in-person onsite format called Citizen Service: Customer Service and Communication Skills for Government Employees.

Segment One Objectives

At this session’s conclusion, participants should be able to:

• Explain how service in the public sector differs from service in the private sector.
• Apply the LEAP model to their service interactions.
• Discuss the communication cycle and how it impacts the customer service process.
• Take steps to build rapport and trust with customers.
• Demonstrate active and reflective listening skills.
• Differentiate aggressive, passive, passive-aggressive, and assertive communication.
• Adopt an assertive communication skills pattern.

Segment Modules

• Government Service Basics: How the Public Sector Is Different
• The Currency of Communication: Skills for Building Rapport and Trust
• Active Listening: Showing You Understand
• Four Approaches to Communicating: The Assertiveness Advantage

Segment Two Objectives

At this session’s conclusion, participants should be able to:

• Discuss six components of body language.
• Identify the meaning of common nonverbal messages.
• Match another person’s body language.
• Explain how a service provider’s appearance can influence messages.
• Describe five elements of voice tone.
• Follow best practices for communicating via telephone and email.
• Adopt customer-centric language.
• Follow a three-step process for diplomatically disagreeing.

Segment Modules

Nonverbal Messages: What Isn’t Said Says

• Telephone and Email Etiquette: Manners Matter
• Linguistic Landmines: Getting Language Right
• No or Not Now: Diplomatically Declining and Disagreeing

Segment Three Objectives

At this session’s conclusion, participants should be able to:

• Recognize the signs of an angry or agitated customer.
• Follow a seven-step process for de-escalating tough situations.
• Avoid red-flag words and phrases.
• Adjust words, tone, and body language to diffuse tough situations.
• Take a time out.
• Respond professionally to abusive customers.
• Practice strategies for managing stress.

Segment Modules

• Tough Times: Dealing with Difficult Customers and Situations
• Tactics for Getting on Track: Recognizing and Defusing Anger
• Stress Management: Maintaining Perspective and Dealing with Negativity

By the conclusion of this course, participants should be able to apply tools, tactics, and tips for providing good customer service in the public sector.