Details
About the workshop
The benefits of a customer-centric strategy aren’t limited to private sector businesses. Government agencies at every level can gain by putting the needs and wants of the public first.
This workshop will provide attendees with the communication skills, negotiation and conflict resolution strategies, and public-sector customer service best practices they require to significantly improve customer service while lowering costs and increasing employee satisfaction.
This might not necessarily just working the switch, but dealing with contractors, external stakeholders, other types of complaints or challenging interactions.
Agenda
Introduction to Customer Experience
- Deep dive into customer service, customer experience, and why the difference matters
- Expand on customer needs, expectations, value and priorities
- Strategies for maintaining a customer-centric mindset
- Understand different customers, different approaches, including DiSC framework and profiling
Communication Skills for Customer Service
- High level customer engagement and rapport strategies
- Skills for questioning and listening to demonstrate empathy
- Manage expectations
- Tools to enhance your assertiveness
Customer Relationship Management
- Deep dive into emotional intelligence for customer service
- Build customer trust and stronger relationships
- Avoid common causes of customer dissatisfaction
- Understand team-based behaviours for customer service
Handling Conflict, Complaints and Difficult Situations
- Manage your own emotions and mindset
- De-escalate conflict by meeting the emotional needs of others
- Conflict resolution strategies
- How to deliver disappointing news and deliver apologies
Tailor Your Training Experience
To make sure you get the learning solution that’s right for you, we offer different levels of tailoring to suit your needs. Choose from three levels of customisation:
1.Off the Shelf
Love what you see? Great! Choose this option to take one of our most popular courses and bring it in-house for your team. Includes a pre-course consult session with our facilitator to make sure we hit the mark, and deliver the right learning experience for you.
2.Customised
Make sure you get the most from the course you choose, by tailoring the content to get the right fit for you. Speak to our team, who will work with you to pick and mix from a curated bank of training modules to help customise your learning experience.
3.Premium
Not on the list? Let us know what you’re looking for and we will find the right solution. Our team of learning specialists will work with you to develop a unique training course for your business. Through an in-depth consultation process, we will work with you to profile your learning needs and build a bespoke program from the ground up.
Speak with one of our team today to find which option is right for you.
Who Will Attend
For all Government - Federal, State, Local. All roles across
Junior Management
Middle Management
For anyone dealing with frontline service delivery roles or external interactions in the Public Sector. Dealing with complaints from the public, stakeholder management, de-escalation strategies, and communication skills for navigating conflict and reaching mutually beneficial outcomes.