– Interaction techniques - Oxford Knowledge

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Customer Service Excellence in the Public Sector

Curriculum

5 Sections
10 Lessons
5 Days

Expand all sectionsCollapse all sections

Module 1: Public Service Fundamentals
2
- 1.2
  – Citizen expectations
- 1.3
  – Service standards
Module 2: Communication Skills
2
- 2.1
  – Interaction techniques
- 2.2
  – Active listening
Module 3: Managing Challenges
2
- 3.1
  – Conflict resolution
- 3.2
  – Complaint handling
Module 4: Service Performance
2
- 4.1
  – Feedback systems
- 4.2
  – KPIs
Module 5: Citizen-Centric Culture
2
- 5.1
  – Engagement strategies
- 5.2
  – Best practices

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– Service standards

– Active listening

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