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Filosofia del servizio clienti del settore pubblico

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Diploma in Customer Service
Customer Service in the Public Sector
Customer Service Philosophy for the Public Sector
Customer Service Philosophy for the Public Sector
Customer service may not seem like an important part of the public sector. However, this is a misconception. There are many places where public sector workers interact with the public and provide them a service. Such places include tax offices, welfare offices and police stations.

Another misconception is that customer service is not valued as highly in the public sector as it is in the private sector. Public sector organizations expect the highest level of customer service from their staff.

This module will explain the customer service philosophy, standards, policies and principles that should be employed in the public sector.

Customer Service Philosophy
As a provider of customer service in the public sector you must always be mindful to have the correct customer service philosophy.

Public services provide resources that support people and help them to build better lives.

It is your job to deliver service that:
Makes customers feel important
Makes customers feel heard
Makes customers feel respected
Responds to customer needs to the greatest degree possible
Empowers customers through honest and trustworthy interactions

It is your job to ensure that each customer leaves with a feeling of being well taken care of.

Delivering Innovative Customer Service
Each customer you encounter in the public sector will have his/her own unique problem.

You will be expected to take that problem and the person’s current life circumstances into account when you provide them with customer service.

Because of this, public service workers need to be more innovative in their customer service approach than people in other industries.

Public sector workers should use these measures to ensure they deliver innovative customer service:

You not only need to properly greet people, interact and be courteous, but you also need to be a problem solver.

You need to listen, gather more information and listen some more.

You need to be an expert in the resources needed to solve problems; know who to call to get what your customers need.

You need to “follow through”; do what you say you will do.

You need to be at your best to solve people’s problems. Ensure that you are well rested and eating well.

Refusing Customer Requests
Customer service in the public sector often involves refusing people’s requests. You can’t always deliver what people ask for or need, but you can choose to work with them in a way that says you care and are doing everything you can to help them.

When you refuse a customer’s request it is very important to listen, acknowledge and respond in a caring way. You should let customers know that you are doing your very best for them. Try to gain customer’s trust and help them work with you to find the best viable solution to their problem.

END OF UNIT:
Customer Service Philosophy for the Public Sector

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