Professional Skills
Delivering Exceptional Customer Service
Identify customer needs, respond to concerns, and build lasting trust through consistent follow-through.
Standard version
Showing the standard description, objectives, and outcomes. Switch to Federal for the version tailored to federal agencies.
Through relevant workplace examples, this course develops skills in consistent customer service. Participants learn to identify needs, respond to concerns, and build trust through follow-through, with a focus on practical follow-through.
What you'll learn
- Explore how customer service successes create revenue and healthy organizations
- Develop strategies to identify your customer’s top priorities and expectations
- Improve interactions with customers by understanding their personalities & listening styles
- Use course methods to identify needs, respond to concerns, and build trust through follow-through in a workplace scenario.
- Develop a customer interaction plan aligned to a relevant work need.
What you'll be able to do
- Identify a workplace need connected to consistent customer service.
- Select an appropriate way to identify needs, respond to concerns, and build trust through follow-through.
- Explain the reasoning behind that choice and identify its limitations.
- Produce a customer interaction plan that addresses a relevant work need.
- Set review points for a customer interaction plan and identify one adjustment.
Federal employees serve the public, other agencies, and internal customers, and every interaction shapes trust in government. This course helps participants identify customer needs, respond to concerns professionally, and build trust through consistent follow-through. It reflects the civic-mindedness and service emphasis of OPM's updated Executive Core Qualifications.
What you'll learn
- Explain how service quality affects public trust and mission results.
- Identify the needs and expectations of public, agency, and internal customers.
- Apply communication techniques for difficult or frustrated customers.
- Recognize how different personalities and situations affect service interactions.
- Develop standards for consistent, responsive service.
What you'll be able to do
- Respond to customers with professionalism and respect.
- Resolve concerns efficiently and accurately.
- Manage difficult interactions calmly.
- Follow through on commitments to customers.
- Contribute to a culture of service on their team.