About the workshop
Establishing a robust and responsive system of customer care has become widely recognised as a key goal for all organisations concerned with the management and delivery of public services. Increasingly, citizens cannot be treated as passive and grateful recipients of services such as education, housing and public health – they are entitled to be regarded as customers, to be treated with due care, courtesy and respect and with regard paid to their concerns and complaints. The workshop will consider the effects of the COVID-19 pandemic on the effective delivery of customer services operations.
What the workshop will cover
Drawing upon UK and international experience, the workshop explores the key elements needed to develop a strong organisational culture of customer care, underpinned by appropriate structures for customer-focused service delivery. It examines mechanisms for processing customer feedback and complaints, making appropriate use of smart technology and social media.
How participants will benefit
The workshop will:
• Familiarise you with the process of culture change that may be needed to enhance the treatment of citizens as valued customers
• Discuss the impact of the COVID-19 pandemic upon the relationships between citizens and service providers
• Introduce you to a range of tools and techniques for gathering data on customer concerns and requirements
• Look at mechanisms for handling and learning from customer complaints and feedback
• Consider lessons that can be learned by the public sector from the private/non-government sectors, and vice versa
• Explain ways of developing service standards and the use of benchmarking
• Review the development and coordination of digital services and the advantages and disadvantages of using smart technology and social media in achieving excellent service delivery
• Introduce you to key customer service practitioners via workshop presentations and/or site visits where possible. Previous workshops have included visits to the Ministry of Housing, Communities and Local Government; the Land Registry; Her Majesty’s Passport Office; and the London Borough of Croydon.