Programme Info

Public agencies and corporations are very often seen as institutions where impersonal bureaucracy dominates customer needs satisfaction. Delegates will be exposed to the need and ways to create satisfied customers. 

Target Audience

All public sector employees, especially those that come in regular contact with customers or visitors to the organisation. 

Programme

• Developing proactive policies and procedures in service delivery.
• Basics of public sector customer service.
• Knowing and understanding customers.
• Communicating with customers effectively.
• Handling difficult customers.
• Listening to customers.
• Displaying empathy.
• Handling and managing self.
• Team building, bonding and leadership.
• Handling customer complaints.
• Turning hostile customers into advocates.