Customer Service for the Public Sector

Start Date: 2023-02-20 End Date: 2023-02-24

Scheduled Dates:

   20-24 February 2023

   24-28 July 2023

Venue:                    Windhoek, Namibia

Duration:                5 days

Course Fee:           USD 1700.00

Course Description

In today’s dynamic and evolving world, consumer expectations are continuously increasing as technological advances such as smartphones and apps open new frontiers of convenience, speed, and transparency for private sector customers. As the demand of quality services is increasing daily in the private sector so is the public sector as well. Government agencies at every level can gain completive advantage by putting the needs and wants of citizens first. However, this training course is designed to bridge the gap through imparting knowledge and skills required for professional and world-class client service in the public sector.  The main aim is ensure that participants to this training will walk away with the ability to measure customer satisfaction and apply the design elements necessary to structure their organisation in a customer-centric manner to respond effectively as customer service needs and conditions change.

The Aims of the Course

The course aims to:

• Develop an ability to measure customer satisfaction in the public sector and apply the design elements necessary to structure their organisation in a customer-centric manner to respond effectively as customer service needs and conditions change.

Course Objectives

By the end of this training, delegates should be able to:

• Demonstrate an in-depth understanding of the benefits of good customer care in the public sector;
• Establish a proactive customer-centric public-sector service vision
• Develop proactive customer service policies and procedures;
• Handle professionally upset or difficult customers and manage individual emotions in stressful situations;
• Exhibit good listening and questioning skills to better understand customer’s real needs;
• Set SMART goals and objectives  to continuously improve customer service satisfaction;
• Evaluate public sector customer service best practices;
• Measure and monitor public sector customer service satisfaction
• Enhance persuasion, negotiation, and conflict resolution skills in order to promote continuous and sustainable client relationship;
• Utilize Social Media to increase public sector customer service engagement;
• Design customer service strategy for their individual units; and,
• Apply all the learned skills in practice.

Target Group

• Service Personnel at all levels of Government, Local Government and Government Agencies
• Department Managers
• Customer Service Supervisors/Personnel
• Non-profit Organisation Employees
• Public Transportation
• Utilities employees