Develop your skills in Customer Service

IS THIS COURSE RIGHT FOR YOU?

This course provides frontline customer service staff with insights into the skills, attitudes and behaviours that enable them to work effectively in this often challenging environment.

More than ever before, the public expects government to measure and improve the community’s satisfaction of services provided by agencies.

Organisations can have the best processes and systems - but if, at the actual point of interaction with staff (“moment of truth”) the client experiences ignorance, indifference or inordinate delays, their trust and tolerance can be lost and be difficult to restore.

WHAT WILL YOU LEARN?

• Recognise the fundamental elements of effective public service and how to apply them
• Identify and interpret the specific needs of customers
• Maintain an awareness of customers as individuals with varying needs and interests
• Communicate effectively and demonstrate active listening in dealing with customers
• Remain confident and professional in managing hostile and difficult customers.
• Applying appropriate agency standards, procedures and protocols in providing services to customers

NSW Public Sector Commission Capability Framework

Customer Service Fundamentals is for people at the Foundational to Intermediate levels and you will develop the following capabilities:

• Relationships: commit to customer service
• Communicate Effectively

The course is also mapped to IPAA’s working in the NSW government topic area.

PATHWAYS

Customer Service Fundamentals is part of the following Pathways: Service Success: frontline.

Find out more here.

COURSE DETAILS

This course is offered in-house only.

Benefits of an in-house course are:

• Collaboration and team building.
• Cost effective employee development.
• Improving staff performance and consistency.
• Customisable for an additional fee. E.g. use of department policies or templates

Be at your best, for NSW.

Pricing

Please contact [email protected] for your personalised quote.