CUSTOMER SERVICE TRAINING FOR GOVERNMENT EMPLOYEES COURSE

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, turning difficult 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 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, 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 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 challenge 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.