Public Service and Customer Care Course
Enhance your call centre expertise through the Public Service and Customer Care Course. Gain mastery in de-escalation techniques, precise scripting, legal privacy requirements, and performance metrics to manage challenging calls with assurance and provide dependable, courteous public service. This course equips you with practical strategies to boost resolution rates, minimise complaints, and uphold high standards in customer interactions.

4 to 360 hours flexible workload
valid certificate in your country
What will I learn?
The Public Service and Customer Care Course develops essential communication, de-escalation, and problem-solving abilities for managing demanding phone interactions. Participants learn key legal and privacy standards, emotional intelligence principles, effective scripting, precise verification processes, and streamlined workflows. Through practical tools, real-world case studies, and targeted performance metrics, you will elevate resolution rates, decrease complaints, and ensure consistent, respectful support delivery.
Elevify advantages
Develop skills
- De-escalate calls by calming upset callers quickly using proven emotional intelligence scripts.
- Control calls professionally by verifying details, documenting accurately, and resolving public inquiries efficiently.
- Communicate clearly with the public by explaining services in straightforward, trustworthy language.
- Handle calls legally and ethically by safeguarding data, adhering to standards, and ensuring full compliance.
- Optimise performance by applying key performance indicators and feedback to enhance 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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