(PSC); The Public Service Commission conducted its Customer Service Training for the Public Sector at the Samoa Shipping Services Conference Room at Savalalo from the 21st – 24th September 2020. The training was held for four (4) half days.
This program was designed as a response to the growing need to improve Customer Service across the Public Sector.
Twenty participants were invited from various State-Owned Enterprises to train and capacity built on how to deliver effective and efficient excellent frontline service for customers, with key themes including:
• Excellent frontline customer service concepts & principles within their tasks & activities.
• Establishing a reputation for frontline customer service reliability, consistency & high-performance standards.
• Understand the importance of effective communication in delivering exceptional customer service.
• Designing consistent & best practice internal & external customer procedures for public service environment.
The caliber of participants who attended the training included the frontline staff, Office/Administration officers and officers’ level who provided service for both internal and external customers.
A chance was given to the participants each day to share what they have learnt from the Training. They positively reflected that this 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;
• Enabled participants to create a network among themselves;
They have also reiterated that the new lessons learnt will be utilized in their line of work and will shared to their work colleagues.
The Training was conducted by Angela Palu-Phineas and Lenara Tuipoloa-Utuva (Principal Training & Development Consultants)
During certificate presentations, Lenara Tuipoloa-Utuva on behalf of Sarona Esera-Filipo, ACEO for the Human Resource and Development Division at PSC, congratulates the participants and acknowledged their participation during the training. Again, she encouraged the participants to value the new learning and applied it where necessary.
