Public Service and Customer Care Course
Elevate your call centre proficiency via the Public Service and Customer Care Training. Gain expertise in de-escalation techniques, effective scripting, adherence to legal and privacy protocols, and performance evaluation metrics to confidently manage demanding calls and furnish dependable, considerate public assistance. This programme equips professionals with essential strategies to excel in high-pressure environments, fostering improved service delivery and customer satisfaction across public sector interactions.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This course develops robust communication, de-escalation, and problem-solving abilities for managing challenging phone interactions in public service. Participants master legal and privacy regulations, emotional intelligence, precise scripting, thorough verification processes, and streamlined workflows. Through practical tools, real-life scenarios, and targeted performance indicators, learners enhance resolution efficiency, minimise complaints, and provide uniform, courteous support.
Elevify advantages
Develop skills
- De-escalate tense calls swiftly using validated emotional intelligence scripts.
- Maintain professional command of calls by verifying, recording, and resolving public inquiries effectively.
- Communicate services clearly in straightforward language that callers understand and rely on.
- Handle calls legally and ethically by safeguarding data, adhering to regulations, and ensuring compliance.
- Optimise performance through key performance indicators and feedback to elevate call centre outcomes.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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