Public Sector Customer Service and Communication

Course Overview

Citizens are not commercial customers. They have rights, not preferences. But they still deserve quality service — and too often they don’t get it. This course covers the service delivery skills that make a real difference to people’s experience of government: listening properly, writing clearly, handling complaints, and serving people whose needs don’t fit the default form.

Target Audience

Front-line staff, supervisors, all public-facing roles

Learning Objectives

On completion of this course, participants will be able to:

1. Explain the rights-based framework for public service delivery
2. Apply plain language principles to official written communication
3. Conduct an active listening interaction and respond appropriately
4. Handle a formal complaint according to the organisation’s process
5. Identify and remove barriers to service for vulnerable and marginalised groups
6. Adapt service delivery for digital and phone-based channels
7. Apply service quality measurement principles to identify gaps