In the private sector, customers can choose the organizations with whom they do business. In government, they have far fewer choices. That doesn’t mean that they are not both informed and vocal about their expectations and experiences, and what government customers lack in choice they make up for in avenues for expressing their opinions. Maintaining good relationships is important for your office, in terms of public image and funding. What are you doing to make sure your customers’ expectations are met…and exceeded?
Whether you interact with customers face to face or over the phone, you are your organization's representative. Even though customers' perceptions are primarily based on interpersonal interaction with front-line employees, very little attention is placed on training employees in appropriate customer management. It is crucial that every employee understands how to effectively handle confrontations, objections and bad attitudes in order to keep customers content. This course can help!
What You'll Learn
- Key employees in every government organization – know who is critical
- Keeping emotions at bay as a government customer service rep – tools to keep your cool
- Giving the customer what they want – techniques for managing the most common types of difficult customers
- Tips for sticky situations – what to do when “yes” isn’t an option
- After the encounter – learn from wins and losses
Who Will Benefit
Government customer service representatives and government customer service supervisors and managers, anyone and everyone who comes into contact with government customers.