This seminar helps front line staff in the public sector to deal with customers in person, in writing and on the telephone. Recent modernisation initiatives have aimed at improving customer service in the public sector, making services easier to access for all. This seminar gives practical advice on handling customers and delivering efficient and timely service. At the end of the seminar participants will:

·          understand the role of interpersonal communication skills in understanding customer needs;

·          understand the principles of good customer service;

·          be aware of cultural and ethnic diversity, and services for the elderly and children;

·          be able to use these techniques for dealing with customers.