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Course Schedule
Classroom Sessions:
Date Venue Fees
20 - 24 May 2024 London - UK $5,950
08 - 12 Jul 2024 Dubai - UAE $5,950
30 Sep - 04 Oct 2024 Dubai - UAE $5,950
02 - 06 Dec 2024 Dubai - UAE $5,950
Course Description


The benefits of a customer-centric strategy aren’t limited to private sector businesses. Government agencies at every level can gain by putting the needs and wants of citizens first. Consumer expectations are only increasing as technological advances such as smartphones and apps open new frontiers of convenience, speed, and transparency for private sector customers. At the same time, tightening government budgets are making it difficult for the public sector to deliver services of a similarly high quality. With consumer expectations only increasing, it’s perhaps no surprise that interactions with government agencies frustrate and disappoint many people.

This Customer Service for the Public Sector training course is designed to give participants the communication skills, negotiation strategies, and public-sector customer service best practices they require to significantly improve customer service while lowering costs and increasing employee satisfaction. Delegates will walk away from this programme with the ability to measure customer satisfaction and apply the design elements necessary to structure their organisation in a customer-centric manner to respond effectively as customer service needs and conditions change.

This GLOMACS training course will highlight:

  • Evaluate public sector customer service best practices
  • Improve communication effectiveness by developing nonverbal, listening and questioning skills
  • Measure and monitor public sector customer service satisfaction
  • Enhance persuasion, negotiation, and conflict resolution skills
  • Utilize Social Media to increase public sector customer service engagement


At the end of this training course, you will learn to:

  • Develop proactive customer service policies and procedures
  • Successfully handle working with the four types of customer personalities
  • Calm upset or difficult customers over the phone and in person
  • Manage your emotions in stressful situations
  • Enhance listening and questioning skills to better understand your customer’s real needs
  • Set SMART goals to continuously improve customer service satisfaction

Training Methodology

This GLOMACS Customer Service for the Public Sector training course encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, video clips, and breakout sessions designed to reinforce new skills. The comprehensive course manual has been developed to be practical, easy to use and facilitate learning.

Organisational Impact

Here are just some of the many valuable benefits to your organisation:

  • Establish a proactive customer-centric public-sector service vision
  • Improved professional image with the public
  • Increased customer satisfaction and reduced complaints
  • More effective organisational communication and teamwork
  • Higher employee job satisfaction and lower turnover
  • Better service recovery and customer conflict resolution skills

Personal Impact

After attending this training course, you will acquire:

  • An appreciation for the importance of public sector customer service excellence
  • Best practices and policies of public sector customer service providers
  • Professional communication skills to further your career advancement
  • Negotiation skills to confidently work with difficult or upset customers
  • Effective goal setting and time management skills to increase productivity
  • Proven techniques to reduce stress and maintain a balanced lifestyle


Specifically designed for public services and government agencies, this training course uses real-world examples to train public employees how to increase customer satisfaction.

This Customer Service for the Public Sector training course is suitable to a wide range of professionals but will greatly benefit:

  • Service Personnel at all levels of federal, state and local government agencies
  • Public Sector Employees
  • Department Managers and Customer Service Supervisors
  • Nonprofit Organisation Employees
  • Public Transportation and utilities employees
Course Outline


Improving Customer Service Communication and Interpersonal Skills Development

  • The 7 Customer Service Expectations
  • Understanding Your Customer’s Nonverbal Communication
  • Working with the 4 Customer Temperament Styles
  • Active Listening and Questioning Skills to Enhance Customer Service
  • Techniques For Giving and Receiving Customer Feedback


Building a Public-Sector Customer-Centric Organisation

  • Developing a Top-down Customer Service Culture
  • Internal vs. External Customers
  • Common Traits of All Successful Leaders
  • Best and Worst Public-sector Customer Service Providers
  • Going the Extra Mile to exceed Customer Expectations
  • Empowering Customer Service Employees


Harnessing the Power of Social Media to Improve Customer Service  

  • The Benefits of Using Social Media to Enhance Customer Engagement
  • Keeping up with Rapidly Changing Technology
  • Social Media Public Sector Customer Service Best Practices
  • Social Media Monitoring Tools
  • Leveraging Social Media: Blogs, Twitter, Facebook and YouTube
  • Protecting Your Organisation’s Social, Media Reputation


Measuring and Monitoring Public Sector Customer Service Satisfaction

  • The Benefits of Measuring Customer Service Satisfaction
  • Establishing Quality Customer Service Satisfaction Measuring and Monitoring Standards
  • Best Practices For Recording and Monitoring Customer Service Issues
  • The Role of the Supervisor in Conflict Resolution
  • Managing Emotions during Stressful Situations
  • Strategies For Working with Difficult or Demanding People


Achieving Public Sector Customer Service Excellence

  • What is your Action Plan?
  • Your Attitude makes a Difference
  • Setting SMART Goals For Continuous Improvement
  • Stress Management Tips for Maintaining a Balanced Lifestyle
  • Time Management Principles to Improve Daily Productivity
  • On successful completion of this training course, GLOMACS Certificate will be awarded to the delegates
  • Continuing Professional Education credits (CPE) : In accordance with the standards of the National Registry of CPE Sponsor, one CPE credit is granted per 50 minutes of attendance
Providers and Associations

Endorsed Education Provider

  • Quality Logo
  • Quality Logo

GLOMACS is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website:

In Association With

Oxford Management Centre

Oxford Management Centre

A GLOMACS - Oxford Management Centre collaboration aimed at providing the best training services and benefits to our valued clients.

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