There is a movement in the public sector today to bring customer service into public service. Changing from a culture of bureaucracy to personal service is more than just a course on being polite. It means looking at how we do our jobs from the customer’s point of view, which is a huge departure from an environment where citizens who are required to follow the rules and who have no other alternatives. Or do they?
Even the concept of “we have no competition” is changing in government as services are outsourced or eliminated due to taxpayer complaints. This workshop will give public sector employees the skills to assess the ways in which they deliver governments services and change their perspective to the customer’s point of view.
Participants will learn:
How government, from the White House down, is changing
The differences between customer service in the private vs. public sector
Overcoming negative stereotypes of government workers
The Can Do attitude
The C.A.R.E. method of customer service
High Tech v. High Touch
The importance of first impressions
The concept of Psychologically Self-employed
How to assess your service delivery methods
Meeting needs and expectations
What you can control – what you can influence - dealing with things you cannot control
Entering and exiting behaviors – why should we care?
How to handle the difficult customer and manipulative tactics
What to say when the answer is “no”
Do’s and Don’ts for how to diffuse the very angry customer
How to change the way you’ve always done things
Who Should Attend: All individuals, including administrative staff, who deliver customer service to external or internal customers
First Class Customer Service for Management - for managers who supervisor public sector customer service providers:
Methodology: Lecturettes, self-assessment, group discussion, structured exercises, video case studies, Q&A
Program Length: One 8-hour session or two 4-hour sessions