CUSTOMER SERVICE TRAINING FOR GOVERNMENT EMPLOYEES COURSE

In Customer Service Training for Government Employees, you will learn best practices in providing assistance, advice, and support to those people needing government services to ensure they have an easy and enjoyable experience.

Learn customer service in-person or online in this two-day class.

What will I learn in the Customer Service Training for Government Employees Course?

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 do not train to do so.

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 special 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, turn difficult customers around, and recovering from a service breakdown.

Customer Service for Government Employees What are the areas of customer service?

In Module Six, you will learn in-person customer service, dealing with at-your-desk requests, 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, understanding netiquette, tips and tricks, and how to eliminate electronic ping pong.

How do you deal with someone who is not satisfied with your customer service?

In Module Nine, you will learn how to recover difficult customers, steps to effectively handle difficult customers, de-escalating anger, establishing common ground, setting your limits, and managing your own emotions.

In Module Ten, you will learn to understand when to escalate, dealing with vulgarity, coping with insults, and dealing 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 a customer service provider for the customer service representative. We analyze our attitude and communications 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 challenging customers.
  • We discuss how to manage 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 the vast majority of cases, company policies are responsible for customer dissatisfaction. Policies made for what is most convenient for the agency, with little consideration on how they impact the customer relationship, can have a devastating impact on customer retention resulting in a high dissatisfaction rate. Poor customer service policies will also affect employee retention. Employees consistently forced to deal with irate customers will soon seek employment elsewhere.

Additional Information

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