5 Topics
10 Days
26 Sessions
Programme Overview
Training Description
Who Should Attend
- Public-sector managers and supervisors
- County government employees
- Civil servants and government agency staff
- Call centre and contact centre personnel
- Registry and records officers
- Public relations and communications officers
- Citizen service and help-desk personnel
- Public-sector project and programme staff
- Professionals involved in government service delivery
Session Objectives
- Understand the unique citizen-centric service model required in the public sector.
- Develop effective techniques for managing challenging and emotional interactions.
- Master clear, accessible communication across multiple service channels.
- Implement strategies to measure and continuously improve service standards.
- Foster a mindset of professionalism and accountability in service delivery.
About the Course
Professional Customer Care in the Public Sector is a practical training course designed to equip public-sector employees with the skills required to provide responsive, professional, ethical, and citizen-focused services. The course emphasizes the unique responsibilities of public-service institutions, including accountability, accessibility, transparency, fairness, responsiveness, and effective communication with citizens and stakeholders.Participants will learn how to understand citizen expectations, communicate effectively, manage complaints, handle difficult interactions, resolve service challenges, and contribute to a positive public-service experience while maintaining professionalism and institutional standards.
Curriculum & Topics
5 Topics | 26 Sessions
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Workshop 1.1:
Understanding the 7 Key Customer Service Expectations
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Workshop 1.2:
Nonverbal Communication: Reading and Responding to Citizens' Body Language
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Workshop 1.3:
Tailoring Approaches for Different Customer Temperament Styles
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Workshop 1.4:
Enhancing Customer Service through Active Listening and Questioning Techniques
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Workshop 1.5:
Effective Feedback: Giving and Receiving in the Public Sector
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Workshop 2.1:
Developing a Top-Down Customer Service Culture
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Workshop 2.2:
Differentiating Between Internal and External Customers
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Workshop 2.3:
Common Traits of Successful Public Sector Leaders
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Workshop 2.4:
Case Studies: Best and Worst Examples of Public Sector Customer Service
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Workshop 2.5:
Strategies for Empowering Customer Service Employees to Exceed Expectations
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Workshop 3.1:
The Role of Social Media in Public Sector Customer Engagement
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Workshop 3.2:
Keeping Pace with Rapid Technological Changes
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Workshop 3.3:
Best Practices for Using Social Media in Public Sector Customer Service
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Workshop 3.4:
Effective Social Media Monitoring Tools
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Workshop 3.5:
Leveraging Social Media Platforms: Blogs, Twitter, Facebook, and YouTube
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Workshop 3.6:
Protecting and Enhancing Your Organization's Online Reputation
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Workshop 4.1:
The Importance of Measuring Customer Service Satisfaction in the Public Sector
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Workshop 4.2:
Establishing Standards for Measuring and Monitoring Customer Service Quality
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Workshop 4.3:
Recording and Monitoring Customer Service Issues: Best Practices
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Workshop 4.4:
The Role of Supervisors in Conflict Resolution and Maintaining Service Standards
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Workshop 4.5:
Strategies for Managing Stressful Situations and Difficult Customers
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Workshop 5.1:
Developing an Action Plan for Achieving Customer Service Excellence
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Workshop 5.2:
The Impact of Attitude on Customer Service Delivery
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Workshop 5.3:
Setting and Achieving SMART Goals for Continuous Improvement
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Workshop 5.4:
Stress Management Techniques for Maintaining a Balanced Lifestyle
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Workshop 5.5:
Time Management Principles to Enhance Daily Productivity
