Course Description:
Delivering a valuable and differentiated experience for customers is essential to the public service’s strategy for customer satisfaction and positive staff morale. Consumers are now used to having an increasing range of choices: choice of supplier, choice of channel, choice of products and services instantly available at their fingertips. Their loyalty is determined by the quality of the experience they receive. In order for the public service to create and sustain a competitive advantage, there needs to be a clear customer service strategy in place that meets, indeed exceeds, customers’ demands and expectations, and this is what this program is designed to do. Participants will learn the knowledge, skills, and strategies necessary to become a world-class service provider that will exceed the expectations and demands of your customers.
Duration
5 Days
Who Should Attend?
Anyone in the public sector responsible for developing, positioning, and designing the customer service strategy to meet the needs of customers whilst developing a consistent standard of customer service excellence that reflects the public sector brand.
Course Level: IntermediateCourse Objectives
Participants attending this Course will be able to:
- Develop a strategy to build a more proactive, customer-centric public sector organization
- Create and shape the public sectors’ brand promise
- Define customer service excellence – identifying your customers’ values
- Understand how to measure and monitor the customer service experience to support improvements in line with public sector strategy
- Understand the barriers to delivering superior customer service at all public service customer ‘touchpoints’
- Effective responses to complaints in the public sector
- Understand how to measure customer service culture
- Develop internal processes that support the public sector service commitment to the customer using diagnostic tools
Course Outline
Module 1: What do We Want Our Customers to Experience?
- The importance of customer care
- Understand why superior service is critical
- Why good service isn’t good enough
- Identifying how excellence in public sector customer service is delivered and managed
- Understand the need for customer service skills and what they look like at each customer ‘touchpoint
Module 2: Measuring Customer Service Success
- Identify strengths and weaknesses in your current customer service approach
- Identify and correct service barriers
- Solve priority customer service problems
- Service quality tools and techniques – cause and effect analysis, Pareto Analysis, etc.
- Approaches used by the public sector internationally to deliver customer service excellence
Module 3: Demonstrate Customer Service Professionalism
- Maintain and sustain a positive mental attitude
- Build and monitor the service team to exceeding customer expectations every time
- Identify ‘best practice’ in managing different customer situations, including complaints
- Mastering the ways to develop & maintain a positive, customer service focused, attitude
Module 4: Handling Complaints
- Mastering the techniques for dealing with difficult customers
- Stopping complaints from recurring
- What satisfies customers who complain?
- The six satisfaction elements to embrace when handling complaints
- Handling difficult customers
Module 5: Customer Service Management Strategy
- Quality Service Statement
- Cultural analysis/measurement
- Support values & beliefs by creating and sharing success stories
- Update customer service systems/procedures
- Re-recruit’ customer service employees using a toolkit
