Customer Service Training for Government Employees
Academy of Business Training
Delivery Method
Seminar
Target Audience
Customer Service Staff in Government
Summary
Learn best practices in providing assistance, advice, and support to those people needing services to ensure they have an easy and enjoyable experience
Description/Agenda
In addition to best practices, students will also learn how to be courteous and pleasant to customers, and to effectively communicate to determine people’s concerns and answer questions in a clear, efficient manner. Customer service is an important part of the promise your agency makes to its customers and critical to the success of serving the public.
Customer service plays an important role in a government agency’s ability to deliver services to the constituents it serves and should be included as part of an overall approach to systematic improvement
Customer service concerns the priority an organization assigns to the customer experience. Remember: One good customer service experience can change the entire perception a customer holds towards the agency.
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. How can you expect to deliver the kind of customer service that wows your customers if you do not train to do so? Poor or no customer service training can have a devastating impact on the public perception of the agency. A typical dissatisfied customer will tell eight to ten people about their problem, and some will contact their elected representative. Seven of ten customers will be satisfied…if you resolve the complaint in their favor. If you resolve a complaint on the spot, 95% of customers will have a favorable view of the agency. Of those customers who are dissatisfied, 68% will be so because of an attitude of indifference by the agency or a specific individual.
This course is offered for each level of customer service:
- For policymakers, we examine how agency policies can impact customer service. In the vast majority of cases, agency policies are responsible for customer dissatisfaction. Policies that are 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 attitude. Poor customer service policies will also impact employee retention. Employees consistently forced to deal with irate customers will soon seek employment elsewhere.
- For managers, we discuss how to manage the customer service program with an emphasis on building a motivated customer service team.
- For the customer service representative, this two-day class examines who we are and what we do as a 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 difficult customers.business.
WORKSHOP AGENDA
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: Generating Return Business
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
|