Customer Service for the Public Sector

Course overview

Citizens judge government by the service they receive at the counter, on the phone and online. Long queues, unanswered calls and rude responses erode trust, while responsive service builds it. Public bodies in Kenya and across the region have introduced service charters, one-stop centres and e-services, but the experience still depends on the people delivering it. This public sector customer service training develops those people.

Participants learn the principles of citizen-centred service, the role of service charters and service standards, and the legal and ethical duties of public officers. They practise communication skills, managing queues and expectations, serving vulnerable and difficult customers, and handling complaints through to resolution. The course covers digital service channels, feedback systems and service measurement, and how small process changes can cut waiting times. Wellbeing and time management for front-line staff complete the week. Practical role plays reflect real situations in counters, call centres and county offices.

Participants leave able to deliver courteous, efficient service and to help their institutions improve the citizen experience.

What you will be able to do

• Apply principles of citizen-centred public service
• Use service charters and standards in daily work
• Communicate courteously and clearly with all citizens
• Serve vulnerable and difficult customers appropriately
• Handle complaints effectively and fairly
• Measure service and suggest improvements

Who should attend

For front-line staff, supervisors and managers who serve citizens in government and public institutions.

• Front office and counter staff
• Call centre agents
• Customer service officers
• Supervisors of service centres
• County service delivery officers
• Public relations officers

Course outline

Fees are per participant in US dollars and cover tuition, course materials and your certificate. Travel and accommodation are not included.