Client service in a municipality
Learning objectives
At the end of this course the participants should be able to:
- Identify the characteristics of good client service;
- Identify their clients (citizens, elected officials, employees);
- Apply concrete means aimed at maintaining good relations with clients;
- Know how to develop a vision of service for their organization;
- Discuss the important principles that provide the basis of improving client service so as to find ways to translate these principles into actions;
- Identify the technical and relational techniques required for those who give service in their municipality;
- Identify the elements that can influence the quality of communications with clients;
- Identify the techniques required to solve problems presented by difficult clients.
Content
The content of this course can vary in response to the different needs of clients. The course may include:
- Definitions of client service as it applies to municipalities;
- The characteristics of a municipality's clientele;
- The principles underlying good client service;
- The importance of a service vision within an organization and its usefulness in the creation of symbiotic relationships with municipal clients;
- The technical and relational techniques required for those who give service in their municipality;
- Elements of efficient communications with clients;
- How to intervene with difficult clients;
- Elements to be considered in the evaluation of the
Course participants and duration
This one day course is normally given to groups of 8 to 12 participants from the same organization. Since different clients' needs vary, we can adapt the schedule, the content and the learning activities so as to respond to specific needs.
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