Customer Service for Government Employees

Learn customer service best practices in providing assistance, advice, and support to those people needing government services in this two-day class.

Questions, please call 24/7 888-632-2093.

  • Learn industry recommended customer service best practices.
  • Receive training from a customer service professional with 30+ years of experience.
  • Four ways to learn: public classwebinarself-study, or on-site training.
  • Public class and webinar limited to four students for maximum learning.
  • Certificate issued on completion.
  • Cost: Two-day class $1,525.00.
  • Available discounts and grants.

What Will I Learn in the Customer Service Training for Government Employees Course?

1. Understanding the Importance of Customer Service in Government:

    • Recognizing government employees’ role as public servants responsible for providing quality service to the public.
    • Comprehending the impact of customer service on citizen satisfaction, trust in government, and the overall reputation of the agency.
    • Appreciating the connection between effective customer service and achieving organizational goals.

2. Effective Communication Skills:

    • Mastering verbal and nonverbal communication techniques to convey information concisely and empathetically.
    • Actively listening to understand customer needs, concerns, and perspectives.
    • Adapting communication style to different audiences and situations, including cultural sensitivity and language barriers.

3. Building Rapport and Maintaining Professionalism:

    • Establishing positive relationships with 

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Customer Service Training for Government Employees Course Outline

Module One: Who We Are and What We Do

  • Who Are Customers?
  • What Is Customer Service?
  • Who Are Customer Service Providers?

Module Two: Establishing Your Attitude

  • Be In the Know
  • Behavior that Turns-Off Customers
  • What Can You Do Right Away To Improve Customer Service?
  • Applying What You Have Learned

Module Three: Communication Skills

  • Excellent Service through Effective Communication
  • Listening Skills
  • Verbal Communication Skills
  • Non-verbal Communication Skills

Module Four: Identifying and Addressing Customer Needs

  • Understanding the Customer’s Situation
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile

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Customer Service Training for Government Employees Course Public Class and Webinar Schedule

  • Monday and Tuesday, June 3-4, 2024
  • Monday and Tuesday, July 1-2, 2024 Full
  • Monday and Tuesday, August 5-6,2024
  • Monday and Tuesday, September 9-10, 2024
  • Monday and Tuesday, October 7-8, 2024
  • Monday and Tuesday, November 4-5, 2024
  • Monday and Tuesday, December 2-3, 2024

Scheduled dates don’t work for you? Schedule your own start date (subject to availability).  Contact customer service to check date availability at info@academyofbus

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      customers through genuine interactions and a helpful attitude.
    • Projecting a professional image through appropriate attire, demeanor, and language.
    • Handling challenging interactions with calmness, respect, and a problem-solving approach.
4. Navigating Government Processes and Procedures:
    • Explaining complex information straightforwardly and understandably.
    • Guiding customers through the necessary steps to resolve their issues or access services.
5. Problem-Solving and Decision-Making:
    • Employing effective problem-solving strategies to identify and address customer concerns.
    • Gathering necessary information, analyzing situations, and making informed decisions.
    • Offering alternative solutions or referrals when appropriate.
6. Handling Difficult Situations:
    • Recognizing and managing emotions in challenging interactions with customers.
    • De-escalating tense situations with patience, empathy, and conflict resolution skills.
    • Responding to complaints and negative feedback constructively and professionally.
7. Continuous Improvement and Self-Reflection:
    • Welcoming feedback from customers and colleagues to identify areas for improvement.
    • Reflecting on personal performance to enhance customer service skills and knowledge.
    • Embracing a commitment to continuous learning and professional development.
Your attitudes, manners, and facility amenities are as necessary to customers as the government service you represent. From the customer’s perspective, government services are just as much a consumer-focused service like other service industries. You will learn how to optimize customer experiences just as business operators in retail stores and banks, colleges and universities, and the travel industry do for their customers.

How can you provide excellent customer service while delivering government services?

It is safe to say most government agencies you deal with fail to deliver superior customer service. No one was born knowing this skill…it is a learned trait. You cannot expect to provide the kind of customer service that wows your customers if you are not trained.

Who are internal customers in government services?

In Module One, you will learn:
    • who we are and what we do
    • who are our customers
    • what customer service is
    • the ten rules of great customer service
    • who are customer service providers
    • types of customer service
    • how the best companies deliver superior customer service
    • why customers complain
How do you train to deliver good customer service? In Module Two, you will learn how to establish your attitude, how to be in the know, behavior that turns off customers, what you can do right away to improve customer service, and courtesy counts. In Module Three, you will learn communication skills, how to provide excellent service through effective communication, listening skills, seven ways to listen better, asking good questions, verbal communication skills, and the seven C’s of communication.

What is the purpose of customer service training?

In Module Four, you will learn:
    • how to identify and address customer needs
    • understanding the customer’s situation
    • staying outside the box
    • meeting the basic needs of government customers
    • meeting the unique needs of government customers
    • going the extra mile
    • measuring your customer efforts

What is a customer service program?

In Module Five, you will learn how to maintain happy customers, follow up, address complaints, what customers do not want to hear, the L.E.A.R.N. model for handling complaints, turning demanding customers around, and recovering from a service breakdown. In Module Six, you will learn in-person customer service, dealing with at-your-desk requests, and the advantages and disadvantages of in-person customer service. In Module Seven, you will learn to give customer service over the phone, telephone etiquette, handling complaints by phone, and the advantages and disadvantages of telephone communication. In Module Eight, you will learn to provide electronic customer service (texts and emails), the advantages and disadvantages of electronic communication, understand netiquette, tips and tricks, and how to eliminate electronic ping pong. How do you deal with someone who is unsatisfied with your customer service? In Module Nine, you will learn how to recover difficult customers, steps to effectively handle difficult customers, de-escalate anger, establish common ground, set your limits, and manage your own emotions. In Module Ten, you will learn to understand when to escalate, deal with vulgarity, cope with insults, and deal with legal and physical threats. This course is offered for each level of customer service:
  • This two-day class examines who we are and what we do as customer service providers for the customer service representative. We analyze our attitude and communication skills and take a hard look at what our customers need. We learn customer service skills, whether delivered in person, over the phone, or electronically. Finally, we learn how to handle complaints and challenge customers.
  • We discuss managing the customer service program to build a motivated customer service team for managers.
  • For policymakers, we examine how company policies can impact customer service. In most cases, company policies are responsible for customer dissatisfaction. Policies made for what is most convenient for the agency, with little consideration of how they impact the customer relationship, can devastate customer retention, resulting in a high dissatisfaction rate. Poor customer service policies will also affect employee retention. Employees consistently forced to deal with angry customers will soon seek employment elsewhere.