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.
- DVD or USB
- Leader’s Guide
- PowerPoint Presentation
- 10 Reminder Cards
- 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
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.
