Community, Public, and Customer Service Training
Customers always need help; it’s why they are customers. Being able to serve them effectively in a government customer service setting is important; you are one of the first representatives of the government that they can directly interact with. Oftentimes, you will find yourself dealing with complaints from angry people, or needing to explain certain information to the people who come to the customer service desk. It is critical that you stay calm and cool, and handle their actions appropriately. This training course is therefore set to train your workers to properly handle the customer service desk.
Customer service as a public servant can be tricky to deal with, especially when it comes to difficult or irate customers. However, if you keep your cool, and focus yourself on making sure that the customer feels valued and attended, you are more likely to not only successfully address his or her concern; you may also be able to improve the customer’s mood, which is a better day for everyone. These methods will train your workers to listen carefully, lay out information for options, be courteous, and to refer to superiors when incapable of handling certain requests. This training course is essential in crafting a team capable of responding to the basic requests most customers will make of the local government office. This pairs well with sessions about listening, professional behaviour, and handling stressful situations. If you wish to know about our other training courses and services, please contact us.
Community, Public, and Customer Service Training Outline
Listen, and Understand
The first thing any and everyone in customer service has to learn, regardless of the nature of their customer service, is that listening, and listening well, is the most important skill you can possibly have in this line of work. It is a mortal sin for the customer service agent to stop listening and interrupt the customer. If you interrupt, you may miss important information about the customer’s concerns. It is your job to address these concerns, and you can never do this effectively if you don’t have all the information you can get about it. Don’t be afraid, however, to politely ask questions for clarifications when needed. Reflect back their point when they are done talking so that they are aware that you were indeed listening to them attentively.
Know their Name and Be Politely Informative
If possible, and whenever necessary, it is helpful to know the customer’s name and to call them by that name. It can make the customer feel that he or she is important enough for you to know them, and feeling valued is a positive feeling that people return for. It should also be obvious that talking to these customers requires the customer service employee to always be polite and courteous: say “please,” when you mean to request something like information from the customer so you may attend their needs, and say “thank you” when it is provided. While you are being polite, and calling them by their name, offer as much relevant information as you can without overloading your customer. This empowers the customer to have options to address their concerns, which the customer himself can address. It offers a feeling of involvement in solving the problem, which many customers enjoy.
Keep Help on Speed Dial
It will never be the case that you are always equipped to handle the customer’s needs. Sometimes, they will require information that is out of your hands, or they want to talk to someone in authority. When that happens, the good customer service employee knows to call upon a superior who is appropriately armed with the ability and resources to effectively address the customer’s concern. In line with this, it would be wise to familiarise yourself with the resources around the workspace you are in, and how to tap those resources for assistance when you simply don’t have the ones necessary to address the customers’ concerns.
Customised Training Session For Teams (Included No Charge)
The word “course” typically brings up memories of a rigid college syllabus and trauma. Here at Paramount, our “courses” never have to be rigid or traumatic. They can be entirely designed by the client, for the client. We believe highly in the collaboration between our client, and us so we always wait on the word of our clients to customise the requested courses, right down to the smallest details. Paramount prides itself on being able to always deliver a custom course, and 100% customer satisfaction.
In-House Customised training benefits:
- Flexible length – You choose the length of the session
- Highly Effective Team/Industry Specific
- Certificate of Completion (Professional Grade)
- Create a Team Building environment
- Cost effective – Group rate discount
- Printed courseware (No need to download or use an App to read)
Creating Content (Contact us for Quotation)
We help our clients customise their courses to be not only by them, but for them as well. We also help the clients make their own training courses. This course creation is one of the key ways we collaborate with our clients to bridge gaps in our training course inventory, and it is always a service we offer to our clients when they find those gaps after making a request, so we work to patch the gap together with the client. As our clients help us patch inventory gaps with their content creation requests, Paramount’s ability to satisfy the need of its clients for competitive training courses grows. You can own the rights to any course we create for you under our content creation system.
Instructor Led Online
Download Certificate of Completion $495 inc GST
Printed and Posted Certificate of Completion $515 inc GST
Serving customers and their needs is the mission of our company, Paramount. All of our staff are hard working, service-minded professionals, particularly the course assistants. We provide, after all, online training courses as a primary product to our valued clients and their aspiring needs and wants. Our course assistants are licensed, always professional on the job, and always ready to be of service to the client they are assigned to guide through a certain online training course. They are always available if you have an Internet connection they can serve you through. Book a course today, and experience the top-notch service only Paramount’s course assistants can offer!