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The Right Words At The Right Time For Government

Produced specifically for front-line public employees, this practical training demonstrates how to turn a citizen/customer’s frustration or complaint into understanding. In the heat of the moment, this program will empower your staff with a clear and memorable checklist of service recovery tools and techniques. Available in French.

Runtime: 14 Minutes
Inclusions:
  • DVD or USB
  • Leader’s Guide
  • PowerPoint Presentation
  • 10 Reminder Cards
Key Learning Points:
  • Teaches government employees how to serve the public professionally
  • Shows how to react and recover when the situation is a complaint
  • Helps everyone in the department represent and serve their citizen-customers

$1,075.00

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Preview Material

Preview Of Leader’s Guide

 

Produced specifically for front-line public employees, this practical training demonstrates how to turn a citizen/customer’s frustration or complaint into understanding. In the heat of the moment, this program will empower your staff with a clear and memorable checklist of service recovery tools and techniques.

From showing empathy and truly listening, to exploring with permission-phrases and presenting options, employees will learn how to match the signals they send to the words they say. A wide variety of realistic public sector scenes demonstrate the use of the “right words at the right time” to overcome almost any service recovery challenge.

Situations Covered:

  • A caller threatens a lawsuit.
  • A citizen claims race is a factor in his application denial.
  • A business owner is upset that her permit is denied.
  • A veteran is offended by a scheduling delay.
  • A citizen claims he was next in a service line.
  • A customer makes unwanted advances with a personal gift.
  • An applicant won’t end her cell phone conversation.