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Customer Service for Local Governments

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  1. Welcome to Customer Service in the Public Sector
    2 Lessons
    |
    1 Exercise
  2. What is Different about Customer Service in the Public Sector?
    7 Lessons
    |
    4 Exercises
  3. The Behaviors of Excellent Service
    3 Lessons
    |
    3 Exercises
  4. Customer Service Skills & Competencies
    1 Lesson
  5. Skill 1: Temperament / Disposition
    2 Lessons
  6. Skill 2: Attentive Listening Skills
    5 Lessons
    1. Assessment Review: Attentive Listening
    2. Can You Hear Me Now? Importance of Listening Skills
    3. Discussion: Attentive Listening
    4. Handout: Main Purpose of Communication & Appropriate Listening Strategies
    5. Handout: Ten Commandments for Good Listening
  7. Skill 3: Communicating Clearly
    7 Lessons
    |
    1 Exercise
  8. Skill 4 - Resolving Conflict
    3 Lessons
    |
    1 Exercise
  9. Skill 5 - Engaging in Joint Problem Solving
    4 Lessons
    |
    1 Exercise
  10. Skill 6 - Carefully Negotiating
    5 Lessons
    |
    1 Exercise
  11. Skill 7: Building Warmth & Empathy
    5 Lessons
    |
    1 Exercise
  12. Dealing with Difficult Customers
    8 Lessons
    |
    4 Exercises
  13. Common Breakdowns
    4 Lessons
    |
    3 Exercises
  14. Wrap Up
    2 Lessons
    |
    2 Exercises

Participants 24

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Customer Service for Local Governments Skill 2: Attentive Listening Skills
Module 6 of 14
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Skill 2: Attentive Listening Skills

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