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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.
OBJECTIVES
At the end of this workshop, participants should have an understanding of the following:
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Their role in the customer service process
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Methods for dealing with difficult people
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How to remain professional
WHO SHOULD ATTEND
- Service providers / Managers of service providers
COURSE OUTLINE
Awareness of Customer Service
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Opportunities & challenges of government employees when providing service to residents
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The 10 commandments of customer service
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Advising the customer of the extent of their service
Problem Solving in a Customer-DrivenEnvironment
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Verbal, non-verbal, and visual: using all three to be an effective communicator
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The 7 stages of diffusing a difficult conversation
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How to be professional while providing thoughtful answers to questions
Action Plan
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Creating an action plan to be an ambassador for your municipality