Customer Service in the Public Sector

Monday December 3, 2018
9:30 AM - 11:30 AM
Cucamonga Valley Water District, Frontier Project
10435 Ashford St.
Rancho Cucamonga, California 91730

Instructor: Gil Morales, CPS HR Consulting

This 2 hour class is designed for public sector employees who engage in service to the public, are management, and who are part of a customer service team serving in offices and various districts.  

Course Objectives:

To help the participant examine best customer service practices, and refine customer service skillset. Define the organizational customer service culture, and how it impacts the customer service experience.

During this workshop, participants will examine four areas of customer service excellence:

Why Do You Exist?

  • At the core of every customer service experience lies with the service provider understanding why they do what they do. This module will get the participant to help define their business, what they do, who they serve, and most importantly, why they exist.

  • This module focuses on participants uncovering the customer service culture within their organization, and personally defining the “why” of serving customers.

Proactive Customer Service

  • Anticipate Customer Needs based on customer service model, product, and culture.

  • Understanding the psychological components of the Needs, Wants, and Expectations, of each customer, and the placeholders that are attached to each.

Effective Communication

  • Utilizing effective communication skills through word appeal, bridge words, and rapport building vernacular.

  • Participants will learn how to apply active listening, physical communication, and empathy techniques to decrease tension, and increase trust with customers they serve.

Dealing with Difficult Situations

  • In this module, participants will learn how to effectively manage challenging situations that involve angry, frustrated, or upset clients.

  • Customer service is dependent upon relationships. This module will provide tools to help the participant to respond to barriers, maintain self-control, and develop bridges for a positive outcome.
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