Client Service Excellence
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 one-day workshop 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.
Refreshing the fundamentals of client service in the public sector
Understanding the best practices in client service in comparable organizations
Applying best practices by examining case studies
Avoiding common errors by examining case studies
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
- Public service or para-public service staff member seeking to improve client satisfaction, including those who have direct interaction with external (Canadian citizen) or internal (department, agency, partner) clients
Peter Norman Levesque, KSJ, MA, is a consultant, teacher and social entrepreneur based in Ottawa. He has over thirty years of experience working with the public, private and non-profit sectors on issues of innovation, strategy and knowledge sharing. His career has included success as an entrepreneur, a leader in creating research and knowledge mobilization programs and a founder of many non-profit organizations. He has served as deputy director of knowledge products and mobilization at SSHRC, knowledge exchange specialist at CHEO and chair of knowledge management at the Ontario Neurotrauma Foundation. He currently serves on several boards of non-profit organizations. When not teaching at the University of Ottawa, he serves as president of the Institute for Knowledge Mobilization and maintains a busy consulting practice. Peter is an experienced and sought after speaker, facilitator, and commentator on issues of education, research, knowledge and strategy.
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Our courses and certificate programs, delivered exclusively to your employees, offer different levels of training customization to meet your organization’s specific requirements.
To discuss your training needs, please click here to submit a request for a group training.