DELIVER A GREAT CUSTOMER SERVICE EXPERIENCE WHILE BALANCING COMPLIANCE AND REGULATORY REQUIREMENTS

Course overview

In the local government environment, professionals are required to balance the needs of upholding compliance and regulation (e.g. saying “no”, or issuing an expiation notice), while balancing the expectations of delivering a great customer experience.

This course enables you to identify the dynamics at play where there is tension between needing to meet compliance requirements, meeting strategic objectives and maintaining strong customer relations within the community. You’ll learn the approaches, skills and behaviours that you can use on a daily basis to navigate this situation and be known for providing excellent customer service and improved performance, while meeting required levels of regulation.

Suitable for:

  • Any staff providing internal or external customer service within a compliance/regulatory framework - eg. Customer Service Officers, General Inspectors, Regulatory Officers, Planning and Development Officers, Records Officers, IT Officers, HR Officer, Procurement Officers

Key learnings:

At the end of this course you will be able to:
  • understand the current dynamic in local government between the compliance and regulatory function and the service expectations of your customers and stakeholders, as well as the effect of that relationship on delivering customer service, ensuring compliance and creating value
  • develop a strategic, high-value service approach based on key service beliefs
  • understand and manage customer expectations in a variety of complex situations
  • develop the skills to hold constructive conversations that build trust with customers, add value and increase voluntary compliance
  • use a range of skills to be seen as a trusted advisor who is able to reinforce and create a high-value service approach which maintains strong relationships while achieving outcomes.


      Duration: 1 day in person

      Investment
      Member: $572.50 + GST = $629.75
      Non-member: $672.50 + GST = $739.75

      Course Date: Taking expressions of interest

      Delivery Method: This course is being delivered in person at LG House, 148 Frome Street, Adelaide. 

      Express your interest 

      In-house
      Contact LG Professionals SA for information on running this course In-house at your council.






      Contact

           
      Eve Jackson
            Training Support Officer
            e: eve@lgprofessionalssa.org.au 
            p: 08 8224 2092



      Mailing Address: 148 Frome Street ADELAIDE SA 5000   Phone: 08 8224 2080   Email: admin@lgprofessionalssa.org.au


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