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.
Questions, please call 24/7 888-632-2093.
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.
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.
In Module One, you will learn:
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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
inesstraining.com.
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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.
In Module Four, you will learn:
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: