Customer Service for the Public Sector

by Promise Training & Consultancy Claim Listing

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.

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Course Details

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

  • Chicago Branch

    77th Avenue, Elmwood Park, Chicago

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