Customer Service Excellence in the Public Sector
3 days|Delivered on request
Customer Service Excellence in the Public Sector takes the discipline and works it through the constraints of this operating context, including customer retention, consultative selling and the compliance obligations that come with it. The sector framing is necessary because customer complaints are logged far more often than they are analysed, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with complaint handling, proposal writing and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Put complaint handling on a footing they can defend to a reviewer, measured against recognised service design practice
- Make a decision about proposal writing without waiting for a specialist
- Take ownership of voice of the customer programmes rather than escalating it
- Bring difficult conversations into line with current good practice
What the course covers
- Customer retention
- Consultative selling
- Complaint handling
- Proposal writing
- Voice of the customer programmes
- Difficult conversations
- Service standards
Who should attend
- client relationship managers
- sales representatives
- branch managers
- service desk staff
