• One-Day Course

    6 Hours
    of training

  • 6 to 20 Participants

    6 to 20
    participants from
    your organization

  • On-Site or Virtual

    On-Site at your
    place of business or
    Virtual via Zoom / Teams

Serving customers with confidence, calm, and clarity

WORKSHOP DESCRIPTION

A strong focus on customer service within the public sector provides municipalities with the following benefits:

  • Greater public confidence and trust
  • Support for budgets, zoning changes, or other local government initiatives
  • Positive image for their community

All local government employees are part of the customer service process. Yet sometimes a service provider will encounter uninformed, unhappy, and irate customers. This workshop provides techniques for communicating with these people while remaining calm and professional.

WHO SHOULD ATTEND

  • Service providers / Managers of service providers
PARTICIPANTS WILL LEARN:
  • Their role in the customer service process
  • Methods for dealing with difficult people
  • How to remain professional

COURSE OUTLINE

Awareness of Customer Service
  • Opportunities & challenges of government employees when providing service to residents 
  • The 10 commandments of customer service
  • Advising the customer of the extent of their service
Problem Solving in a Customer-Driven Environment
  • Verbal, non-verbal, and visual: using all three to be an effective communicator 
  • The 7 stages of diffusing a difficult conversation
  • How to be professional while providing thoughtful answers to questions‌
Action Plan
  • Creating an action plan to be an ambassador for your municipality

METHODS TO BE USED

This instructor-led course uses practical discussion, guided exercises, real municipal service scenarios, and group activities to help participants apply customer service strategies immediately.

Participants will examine common resident interactions, practise professional responses to challenging situations, and explore techniques for listening, clarifying concerns, managing emotions, and maintaining service standards in a municipal setting.

Back to all Customer Service Courses

For more details, customization, or pricing…

Please complete the form below and we will respond to you by the next business day!

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