Delivering Amazing Customer Service

Everybody thinks that the service they are offering is ‘good service’, but in a changing market where our residents have some autonomy, has our service evolved to meet the change in the market? Our community does not always know what is missing or how things can be made better, so it is important for us to think laterally about what we do, how we do it, who we do it for and if we can make it easier for them. Looking ahead for future changes and understanding how it feels to be our residents, can help us plan to be an asset to our customers. With all participants empowered to engage and take ownership of improving service, council can expect an improvement with engagement from the community, and an increase in motivation and initiative with employees.

Key content     

  • Customer centric: who is our customer, what is our ideal relationship with them.
  • The human edge: ensuring every opportunity to connect with a person is good value.
  • Customer service delivery: setting up strategies to ensure every moment we deliver service exceeds our customer expectations.
  • Commitment to change: coming together as a team, and team commitment to change.

Who should attend?

This course is open to any leader working in the local government sector and will be of particular interest to:
  • Front line team members
  • Team leaders
  • Supervisors
  • Managers
  • Any local government employee that wants to improve their customer service

Benefits for the delegate

Participants will leave this workshop with a clear understanding of what amazing customer service means to their residents, and a clear plan of how to deliver it.

Benefits for council

With all employees on the same page, council can expect an improvement with engagement from their residents and a reduction in the number of complaints received from unsatisfactory service.

Delivered in council

If you have a number of people at your council or in your region that would benefit from this programme, this course is available for in council delivery.  With any group size up to 20, room size permitting, we will come to your council and deliver a tailored version of the course designed for your team members. 

For the cost of this course to be delivered at your council or in your region please contact
Mia Wall
Learning and Development Coordinator
coordinator@lgprofessionals.com.au 
02 8297 1201 

Capabilities framework

The descriptor level for the course is set at an ‘Foundational’ level and will cover the following capabilities:

Personal attributes:   Manage self
 Value diversity 
Relationships:  Commit to customer service 
 Work collaboratively
Results:  Deliver results
 Demonstrate accountability
People management:    Optimise business outcomes
 Manage reform and change 
To discuss options and ways to tailor the content to your local council please contact Gavin at LG Professionals, NSW:

Gavin Carnegie, Learning and Development Manager
P 02 8297 1211          
M 0408 944 107          
E trainer@lgprofessionals.com.au