Engaging Effectively with Customers

Overview

🕮 Cross Civil Service

Customer service is often seen as simply responding to queries or resolving issues as they arise. In the Civil Service, however, effective customer engagement goes further. It involves proactively understanding customer needs - whether those customers are members of the public, colleagues, or stakeholders - and supporting them consistently throughout their journey.

This topic will introduce you to a range of skills which can be used to deal with different customer groups and situations, showing you how to take appropriate action. You’ll also learn how to use customer feedback to help improve the services we offer. The course should be of interest if you have just started in a customer-facing role or are in need of a quick knowledge refresh. It may also be applicable if you’re in a department which now requires all staff to become more customer-focused or if you’ve taken on management responsibility for a customer-facing team.

Please refer to the course flyer for a full description of the learning. Visit the open course schedule to see upcoming dates for all available learning.