Course Overview

Every organisation must maintain relationships with their customers and treat them exceptionally well. It is very important for any organisation to care for their end-users, to be recommended in their line of businesses, long-term. In this customer service training for government employees, we will look at different aspects of empathy, which are important at all times. Yet these crucial factors are often overlooked when employees are trained for the customer service.

Why is customer service training important?

Partnership is key between a service provider and a customer. We at Zoe, have seen massive success in the service industry when it is viewed like this. Customer service has been an essential component in companies these days. Where each enterprise is looking to enhance their skills, Zoe will teach you how to really impress the customer, build loyalty and make them feel special.

What are the skills of customer service?

Customer service is about the fundamentals of – doing the right thing, respect, honesty and valuing time. Customer Retention becomes easier when they have been dealt with respect and this helps the customer have trust, credibility and respect for the brand / organisation.

This Zoe training course will empower you with the ability to grow and better customer service skills, helping you go the extra mile, every time.

Course Objectives

This Customer Service Training for Government Employees Training Program is for equipping you to showcase yourself as a brand and create trust and reliability with the customer. This program empowers you to build on your ability to sense the customer’s needs, what they require and how to address their pain areas and thereby increase the customer satisfaction index. This program is aimed at upskilling you to make customer service a way of life.

Upon completing this Customer Service Training for Government Employees Training Program successfully, participants will be able to:

• Use a customer focused approach in all situations
• Recognize the importance and value of commendable customer service
• Become an empathetic and proactive listener
• Build Rapport with the customer and create a partnership
• Interact using good communication skills
• Ask questions using the Questioning Model
• Disagree in an agreeable manner and create respect in the interaction
• Understand and exceed customer expectations
• Build your body language skills

Training Methodology

This collaborative Customer Service Training for Government Employees Training Program will comprise of the following training methods:

• Presentations
• Role plays
• Group Discussions
• Lectures & Seminar Method
• Assignments
• Activities
• Polls
• Surveys
• Whiteboard interaction
• Case Studies & Functional Exercises

The program design follows a structured and engaging approach. Observing a two-way communication, we work with the participant to ensure that they are able to get a practical experience of ‘how to interact’ with the customer. At Zoe, we use the ‘Do-Review-Learn-Apply’ model.

Organisational Benefits

Government organisations who nominate their employees to participate in this Customer Service Training for Government Employees Training Program can benefit in the following ways:

• Gain better results in customer service parameters
• Build the trust credibility respect with the customer
• Build inter personal skills in their employees
• Employees will be more professional in customer interaction
• Reduction in complaints from the customer
• Customers will look at the organisation as a brand
• Organisation will be known for being exceptional in their attitude of service

Personal Benefits

An individual can benefit from this program in various ways, some of which we have enlisted here. Individuals who participate in this Customer Service Training for Government Employees Training Program can gain from it in the following ways:

• Understanding the customer and customer expectations
• Create their trust credibility and respect with the customers
• Demonstrate themselves as a brand
• Deal with the disagreements in an agreeable manner
• Create a partnership with the customers
• Learn the essence of customer focused interactions
• Build Rapport with the customer and create a relationship
• Understand the level of communication skills required in a government job
• Have reduction in the complaints from customers and focus on customer satisfaction
• Excel in their relationships with the customers

Who Should Attend?

• Government / Public Sector Officials
• Administrators in a Government role
• Government employees
• Customer-facing teams working in the Public Sector
• Executives in a government job
• Government officials in a supervisory role

Course Outline

MODULE 1:  Create a Strong Customer-centric Foundation

• Recognize your customer and their needs
• Understand expectations and requirement of the customer
• Know the foundation of customer service
• Learn the pillars of customer service
• Professionalism in Customer Management
• Include both internal and external customer
• Use conversational language to your advantage
• Identify your personal developmental areas

MODULE 2: Create Trust Credibility & Respect

• Set the importance of building trust with the customers
• Enhancing credibility with internal and external customers
• Knowing which one is key – trust credibility or respect

 MODULE 3:  Building the right attitude

• Create the attitude of willingness to help
• Know that the customer is king
• Build a firm foundation
• Do not take it personally
• The best attitude for customer service

MODULE 4: Create a partnership

• Be attentive to their needs
• Become a resource
• Be mindful of their requirement
• Give alternatives
• Be Professional in approach

MODULE 5: Listening Skills: Generate Empathy

• Build empathy with your internal customers
• Understand the levels of listening
• Barriers to listening
• Listen to understand and not to react
• The highest level of listening

MODULE 6: Communication Skills

• Building two-way communication
• Types of Communication
• Miscommunication can impact relationships
• Know the barriers to Communication
• Filters to communication
• Create a win-win for all
• Use communication to complete tasks effectively

MODULE 7: Body Language – Non-Verbal Communication

• Recognize the importance of non-verbal communication
• Work towards creating a positive impression
• Elements of Positive Energy

MODULE 8: Build Rapport and connect with the customer

• Use conversational language to your advantage
• Build a connect with the customer
• Ask questions to build an innerview
• Understanding customer expectations
• Create a successful interaction with the customer

MODULE 9: Read the customer language

• Recognize the information by the customers body language
• Listen for the cues
• An immediate action plan
• Show case charisma and a cheerful personality

 MODULE 10:  Agree to disagree amiably

• Build relationship with the internal customer
• Create a win-win relationship
• ‘No’ is good
• How to say No effectively
• Avoid arguments at all times
• Respectfully address the concerns

MODULE 11: Proactiveness is appreciated

• Manage your time
• Set goals and work towards them
• Have a goal focused approach
• The importance of being pro-active
• How to make a great plan?

MODULE 12: Enhance the Customer Service Experience

• Understand your customer
• Kinds of customers
• Customer Interactions – Let’s find out more!
• The Probing Framework
• Recognize the different customer behaviours

MODULE 13: Resolve Complaints and Escalations

• Collate experiences & chart learning
• Complaint reduction
• Handle escalations
• Closing the interaction with the customer and send him happy

MODULE 14: Excel at Customer Service

• Exceed the brand value of your organisation
• Making a customer connection
• What is the thirty-second rule?
• Creating happy customers