All Public Officers

To develop the capacity to achieve excellence in the delivery of service at the organisational level, and by extension, the wider public service.

At the end of the course, participants will be able to:

· Define the role customer service plays in organisational success

· Use appropriate tools that enhance optimal customer service

· Identify the barriers to, or failures in service delivery to internal and external customers

· Utilize effective communication and interpersonal skills

· Manage the emotions that underlie behaviour

· Cultivate the appropriate attitude to service excellence

• Effective communication skills
• Effective interpersonal skills
• The role of customer service
• Emotional intelligence

Telephone techniques

Case studies, role play, quizzes