Description
In recent years, the service relationship between the administration and its users has considerably improved. Tools such as smartphones, internet and tablets dematerialize procedures and simplify access to documents and administrative formalities. Beyond that, the public expects from public service agents precise information, good orientation, a personalized response, compliance with deadlines, a close relationship and responsiveness in face-to-face and telephone contacts. Whatever your experience and to better experience your role as an agent, this training is a privileged moment to take stock and provide the quality of service expected by users.
Who is this training for ?
For whom ?Any person from an administration in contact with the public. Agent in reception situation.
Prerequisites
Training objectives
Training program
- Make a successful first contact: 20 seconds to make a good impression
- - Organize your workspace. Make yourself available.
- - Get in touch: the first gestures, the first words.
- - Make people wait without making you wait.
- Communicate constructively: gain the user’s trust
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- Propose a solution adapted to the user: convince the user
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- Manage delicate situations: maintain the relationship with the user
- - Control your emotions and stay calm.
- - Assert yourself with flexibility.
- - Know how to say 'no' to make a refusal acceptable.
- - Simulations in sub-groups and sharing of experiences.
- Taking leave: making the user an ambassador for the establishment
- - Summarize the points of agreement.
- - Leave the user with a good impression.
- After face-to-face, implementation in a work situation
- - Advice and tips every week to implement your action plan.
