Customer Service Excellence for Local Government (Australia)

Description

Building stronger, more respectful connections with your community

Council staff play a crucial role in providing essential services to the community, from responding to residents’ inquiries and processing permits, to supporting local initiatives and handling public services. Their work ensures the smooth operation of local government and fosters a sense of community engagement.

The rise in abuse toward customer service staff, stemming from post-pandemic tensions, economic pressures, cultural shifts, heightened expectations, and the “blame the frontline” mentality, highlights the need to train staff in de-escalation techniques, emotional resilience, and conflict management to help them navigate challenging interactions and maintain a positive, professional response.

This course also provides managers with the tools to lead by example, fostering a culture of respectful and effective service within their teams. It also equips them with strategies to support staff in managing difficult customer interactions, ensuring that they can respond confidently and in line with relevant policies and regulations.

Investing in this training supports a proactive approach to risk management, fostering a culture of respect, accountability, and service excellence.