This workshop is currently FULL. If you are interested in this workshop, please add your name to our waitlist to be notified when space becomes available.
The ability to master customer service is essential for frontline staff who serve customers and members of the public on a day-to-day basis. This all-new two-part webinar series will cover important elements of successful customer service:
- Understanding your customer base
- Identifying and dealing with difficult customers
This comprehensive training has been crafted to address the unique challenges and interactions encountered within the public-sector landscape. Discover the art of delivering exceptional customer service through a municipal lens, fostering trust and rapport with the broader community.
Part 1: Understanding Your Customer Base
Date: Tuesday, November 14
Time: 12:00pm - 1:15pm
By adopting a citizen-centered mindset, participants will gain invaluable insights into the intricacies of public service excellence. Through shared instruction, you'll acquire the essential terminology and communication skills necessary to forge deeper connections and engender trust with the public. Together, we'll navigate the profound impact of personal conduct on the behaviour of others, and learn how to identify and address the needs of even the most challenging clients.
Join us to uncover effective strategies to de-escalate tense situations effortlessly and to embody the poise and competence of a proficient problem solver. This session will also equip you with the tools to navigate tough conversations, manage difficult mindsets, and develop sustainable practices to safeguard against emotional fatigue.
Part 2: Identifying and Dealing with Difficult Customers
Date: Thursday, November 16
Time: 12:00pm - 1:15pm
In the dynamic landscape of public sector service, the reality is that not all interactions with customers are routine. Join us in this informative session as we delve into the art of identifying and dealing with difficult customers.
In an ideal world, each customer interaction would be harmonious and productive, but we know that challenges arise when customers face deadlines, setbacks, or personal frustrations. As service providers dedicated to enhancing public sector effectiveness, we occasionally encounter situations where delivering unwelcome news or managing demanding individuals becomes imperative. The temptation to yield to appeasement can be strong, yet true professionalism requires a balanced approach to maintaining service excellence while delivering even the most challenging messages.
At the heart of exceptional service lies the ability to extend a high calibre of customer care to every interaction, including those that involve anger, impractical expectations, or lengthy digressions. In this session, you'll get equipped with proven strategies to not only identify potential roadblocks in customer interactions but also strategies and tools to effectively address them. From turning negatives into opportunities for a resolution to maintaining composure under pressure, this session will empower you with skills to transform difficult encounters into opportunities for growth. Join us to learn how to identify, and navigate the complex terrain of customer service, harnessing the power of empathetic communication and strategic engagement.
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Learning Objectives
- Recognize the value of quality customer service in government services
- Know how to provide optimal service delivery to the public leading to your municipality being citizen-focused
- Understand how to effectively manage anger (yours and others) including managing difficult conversations
- Understand how to deal with escalated issues confidently and maintain self-control
- Discover how to not take things personally
- Learn techniques to deal with various types of difficult clients
Don't miss this opportunity to refine your customer engagement prowess, enhance your community relationships, and fortify your personal well-being. Join us in delving into the realm of public service excellence and emerge as a more empathetic, skilled, and resilient professional.
Speaker
Jamie Boyle
Chief Positivity Officer, Town of Newmarket
Jamie Boyle has been in municipal government for 28 years, the last 23 with the Town of Newmarket. Jamie has worked in customer service as an associate, supervisor, and manager since 2004 and has been a corporate trainer with Newmarket since 2015. His Exceptional Service in the Public Sector course, which he developed, has been delivered since 2018. Jamie was appointed the Town of Newmarket’s Chief Positivity Officer in 2020, responsible for maintaining and fostering corporate culture across the Town. In 2021, Jamie joined Seneca College as a part-time college professor for their public administration program.