About the Course

This session focuses on strengthening essential customer service skills for public servants who interact with both external clients and internal colleagues. Participants will explore what excellent service looks like in a public service environment and why empathy, professionalism, and responsiveness matter in every interaction. The session emphasizes understanding customer expectations, communicating with clarity and respect, and managing challenging situations with confidence. Participants will learn practical techniques for active listening, problem resolution, and service recovery, as well as strategies for building trust and improving outcomes. The session also highlights continuous improvement through self-reflection and feedback to consistently deliver respectful, timely, and people-centered service.