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
  • Measuring Your Customer Efforts

Module Five: Keeping Customers Satisfied

  • Following Up
  • Addressing Complaints
  • Recovering from a Service Breakdown
  • Establishing Customer Trust

Module Six: In-Person Customer Service

  • Dealing with At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Customer Service

Module Seven: Giving Customer Service over the Phone

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks

Module Eight: Providing Electronic Customer Service

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Eliminate Electronic Ping Pong

Module Nine: Recovering Difficult Customers

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions

Module Ten: Understanding When to Escalate

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats