Customer Service in the Public Sector
It is a general misconception that customer service is not an important part of the public sector. Public sector organizations expect the highest level of customer service from their staff.
Public service employees should remember that their obliged to provide resources that support people and help them to build better lives.
It is the job of public servants to provide 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
Each customer in the public sector will have his/her own unique problem. Because of this, workers need to be innovative in their customer service approach.
Customer service in the public sector often involves refusing people’s requests.
When a public service worker refuses a customer’s request it is very important they listen, acknowledge and respond in a caring way. They need to reassure customers that they are doing their very best to help them.
The customer service principles for the public sector are:
Treat Customers with Respect
Maintain a Positive Attitude at all Times
Respect the Customer’s Viewpoint
Recognize Excellent Customer Service Skills
An effective customer complaint process is an integral part of customer service in the public sector.
The steps for resolving a customer complaint are:
Try to Resolve the Complaint Yourself
Escalate to Your Supervisor
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