Public Official Course on

Frontliners: Customer Service Best Practices for Government Offices

The Path to Efficiency with Clear Corporate Messages

This 16-hour Public Official Course offers the best practices for engaging with stakeholders and customers, especially in the milieu of a government office. With a mandate to serve the public, this training will better help the public employees understand their clients’ values and needs, which are crucial to delivering high-quality frontline government services.

Course Schedules: August 22, 2024 August 23, 2024

Individual Rate: 15,000 PHP (260 USD)

Online Live via

Course Structure

Day 1: Foundations of Customer Service (morning)

Session 1: Introduction to Customer Service in Government
– What is customer service and its importance in government offices
– Key principles of exceptional customer care
– Differences between public and private sector customer service

Session 2: Understanding your “Customers” as Stakeholders
– Identifying various stakeholders and their needs
– Reflecting on the values and expectations in a government office, and its clients
– Building empathy and rapport with the customers

Test 1: Understanding the fundamentals of customer service and its application to the government service.

Day 1: Grounding Public Trust with Effective Customer Service Skills (afternoon)

Session 3: Communication Skills for Public Employees
– Techniques for Active Listening and Responding
– Probing Examples
– Verbal and non-verbal communication strategies

Session 4: Customer and Stakeholder Engagement
– Building persona of different customers and stakeholders
– Personalized approaches to customer engagement
– Best practices for engaging with diverse customer groups

Test 2: Assessing the right approaches for each persona.

Day 2: Handling Difficult Situations (morning)

Session 5: Conflict Resolution and Problem-Solving
– Common challenges in facing customers and clients in the government service
– Techniques for de-escalating conflicts
– Problem-solving strategies for public employees

Session 6: Managing Difficult Customers
– Empathy and the psychology of various customers
– Strategies for handling complaints and grievances
– Turning negative experiences into positive outcomes

Test 3: Workshop: Deescalating conflict situation through peer-peer exercise.

Day 2: Leadership and Customer Satisfaction (afternoon)

Session 7: Measuring Customer Satisfaction
– Methods for assessing customer satisfaction
– Analyzing feedback and performance metrics
– Flexibility and adaptability on implementing changes based on customer insights

Session 8: Leading by Example
– Understanding the role of leadership in excemplary customer service
– Leading collaboration efforts with fellow employees and customers to resolve issues
– Customer satisfaction as determining factor of receptive public trust

Test 4: Understanding the importance of continuous improvement in customer service.

DURATION

1-Week Study/2 Days

TIME COMMITMENT

8 Hours/Day

FORMAT

Live Online Classes

DELIVERABLES

4 Tests, 1 Project

DIFFICULTY

 Intermediate

COURSE LANGUAGE

 English

CERTIFICATION

Dry Stamp Physical & Digital Certificate

PLATFORMS

MS Office/Google Suite, Zoom Professional, Viber

What You’ll Learn
By the end of this course, participants will be able to:
  • Adopt the best practices in customer service and offer high-quality frontline support for the constituents
  • Analyze the values and needs of the customers and clients
  • Continuously improve customer services by integrating feedback mechanisms
Course Schedules
  • August 22, 2024, Thurs. 9AM-5PM
  • August 23, 2024, Fri. . 9AM-5PM
Corporate Rates Available.

Special Packages and Rates are available for your organization.

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DURATION

                                          4 Hours

TIME COMMITMENT

            1 days, 4 hours per day

FORMAT

                Live Online Sessions

DELIVERABLES

                        1 Tests, 1 Project

DIFFICULTY

                                           Intermediate

COURSE LANGUAGE

                                           English

CERTIFICATION

Dry Stamp Physical & Digital Certificate

PLATFORMS

MS Office/Google Suite, Zoom, Viber