Description
Client services are actions designed to enhance the level of client satisfaction – that is, the feeling that a product or service has met their expectations.
The challenge faced by all public services, whether in government, non-profit, or affiliated services, is that the expectations of Canadians are rising. An always-connected, highly literate, globally aware population demand a high quality, customized service from their public services. Canadians expect 24 hour, 7 day a week, 365 days a year service, if not face-to-face, then at least online. The failure to meet these high demands has led to well-documented—and sometimes large—gaps between expectations and current standards of delivery.
This course is designed to refresh the fundamentals of client service in the public sector. You will learn to make client service and connectivity work together to result in excellence. You will learn to pinpoint areas for improvement and implement and manage improvements. You will also learn cutting-edge strategies for monitoring and evaluating client services, resulting in a robust cycle of continual improvement.
Learning Outcomes
At the end of this course the participant will be able to:
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Refreshing the fundamentals of client service in the public sector
- Understanding the best practices in client service in comparable organizations
- Applying best practices
- Avoiding common errors
- Managing the continual improvement cycle and aligning resources and expectations
- Gaining awareness of tools and methods used in implementing strategies for improving client service
- Gaining awareness of appropriate monitoring and evaluation methods
- Interacting with a broader community of practice engaged in client service improvement
Duration
6 hours
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