Customer service training for public sector
Photo: 1st/Front Row (L-R): Lotonuumoni-SFESA, Tupesiliva-EPC, Iutita-SHC, Ropati-SLRC, Tila-MESC, Faapusa-MFR;
2nd Row: Alosina-ACC, Elena-UTOS, Lucy-MOF, Fofo-NUS, Solinuu-DBS, Ivybank-NUS, Runa-LTA, Gladys-LA, Tuamafa-MWCSD;
3rd Row: Richard Stowers-MPO, Salamasina-OMB, Simativa-MAF, Lupetau-MNRE, Rachael-MCIL, Victorya-STA, Telesia-MPE, Sooleoso-SWA, Saina-MCIT, Faamati-SLAC, Faafetai Vaevaina-PSC Training Consulatant;
4th Row: Fagamalama-SQA, Vaoita-MPMC, Faasifo-MFAT, Tiana-MPMC, Grace-SIFA. Orepa-MJCA;
5th/Back Row: Rotoiti-SSFA, Ane-SBS, Saumaleula-MWTI, Teuila Maria-SSS, Danielle-MOH, Avealalo-PSC;
Missing: Felila-MNRE & Suitiu-SSC.
Customer service was the focus of the training conducted by the Public Service Commission (P.S.C.) last week.
Held at the Ministry of Health Conference Room at Moto’otua, the training was the first for Financial Year 2018/2019.
The one-week workshop concluded on Friday and according to a statement, the programme was designed as a response to the growing need to improve customer service across the Public Sector.
Thirty-nine participants invited from Government Ministries and State-owned enterprises were trained and capacity built on how to deliver efficiency and effectiveness service for customers, the statement said.
The key themes included:
• Define the key concepts of good Customer Service as applicable to a Public-Sector Environment;
• Apply key concepts and principles to practice good communication and listening skills to satisfy customers;
• Demonstrate quality of communication relationships with internal and external customers;
• Discuss and demonstrate strategies to handle customer complaints; and
• Identify and discuss solutions to challenges on Customer Service faced by the Public Sector.
The calibre of participants included the frontline staff, office/administration officers and those who provide service for both internal and external customers.
On the last day of training, participants were given a chance to reflect on what they have learned and they positively reflected on lessons learnt on day five such as the training has:
• Provided an opportunity for them to broaden their understanding, knowledge and skills on customer service and how to improve the serving of customers;
• Allowed them to learn new skills in performing their work effectively in their workplaces;
• Helped them understand the importance of effective communication in delivering exceptional customer service;
• Allowed discussions to share experiences in serving customers;
• Enabled them to value their roles within their respective offices in achieving office strategic goals;
• Provided tools to manage customers complaints and challenging customers; and
• Enabled participants to create a network among themselves;
According to the statement, participants agreed they will utilise what they have learnt in their line of work.
The training was conducted by Faafetai Vaevaina (Principal Training & Development Consultant) with Declan Faalavaau-Mulipola (Senior HR Planning Officer) as the Co – Trainer.
During the presentation of certificates, Faafetai Vaevaina on behalf of Sarona Esera-Filipo, A.C.E.O. for the Human Resource and Development Division at P.S.C., congratulated the participants and acknowledged their participation during the training. She also acknowledged the Ministry of Natural Resource and Environment for their continuous support through partnership with Globally Environmentally Facility under the Economy Wide Adaptation to Climate Change Project.
She emphasised in the statement the importance applying and sharing the knowledge acquired from the training.