Government Agency

CUSTOMER SERVICE PROGRAM

CASE STUDY

500+

PARTICIPANTS

42

SESSIONS

15

LOCATIONS

Our Client

The government agency is a socially and fiscally responsive statutory authority dedicated to looking after the dignity, rights, and interests of the members of its state. Serving the community since 1916, it is committed to delivering top-notch support with over 600 public service professionals across the state. The organization reports to the State's Parliament through the State’s Attorney-General.

Challenge

The government agency sought a training partner to work with its expansive Customer Experience and Delivery (CED) division to improve the consistency and quality of customer service provided across the organization. With more than 500 employees involved across fifteen geographically spread locations, PD Training was selected following a competitive public tendering process.

By adopting a highly collaborative approach PD Training worked with the government agency to design, develop and deliver two highly customized courses (face to face and online) to its staff located across the state using a select team of experienced facilitators.

Project overview:

Following an iterative design and development process, a suite of learning resources was created for two customized courses: Core Customer Service Skills and Difficult Customer Conversations and Effective Problem Solving. These resources were drawn from existing IP and contextualized to the government agency through the inclusion of relevant frameworks, policies, and workplace scenarios.

The training was delivered in a face-to-face or live online format to approximately 500 employees across 15 regional offices in the state. A total of 42 days of training took place between February and May 2023.

Our Approach:

PD Training utilized project management principles to collaborate effectively with the government agency, ensuring the delivery of high-quality courses that met the required business and learning outcomes. The project management methodology, based on the Project Management Body of Knowledge (PMBOK), incorporated risk management, stakeholder management, and communication strategies.

Our Solution:

The government agency required two customized one-day training courses:

Core Customer Service Skills Training Course: Designed to empower staff with the fundamental skills necessary for delivering exceptional customer service across all service areas. The course emphasized the use of empathy and effective listening skills to establish rapport during customer interactions across various communication channels.

Difficult Customer Conversations and Effective Problem Solving Course: Aimed at equipping staff with scenario-based strategies to handle challenging customer interactions commonly encountered in the service delivery.

Key Business Outcomes:

Through their participation in this customized training program, the staff have significantly enhanced their ability to deliver service experiences that are fair, equitable, and customer-centric.

This was achieved through:

Improved Ability: Enhanced knowledge, skills, and attitudes to provide quality customer service.
Increased Confidence: Greater confidence in handling customer service interactions.
Clearer Understanding: A better understanding of the customer base and their service expectations.
Increased Awareness: Heightened awareness of the customer service standards and the expected behaviors required to implement these standards effectively.

The program has been acknowledged as a great success, attributed to the meticulous approach of aligning learning outcomes with practical scenarios. This ensured that staff were equipped with the necessary skills to navigate diverse customer interactions effectively.

Feedback

Every PDT client receives access to their own Training Management Centre that delivers many tools to streamline training coordination, feedback and analysis. It collects feedback using the Kirkpatrick and Phillps level 4 and level 5 ROI methodologies. The following are lifted directly from the reporting dashboard showing a typical example of feedback from the series of workshops – truly outstanding results delivered.

With participants specifically identifying the following areas of business impact:

With a forecast ROI based on Kirkpatrick and Phillips ROI from training methodology:

1095.18%

FORECASTED ROI%

Make a time to chat with an experienced training consultant about your strategic training projects and programs:

Book a 30 Minute Training Planning Session

*We care about your privacy and will never share your details with any third party