Global Learning for Operational Leaders
Classroom
14 sessions
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Online / Live
14 sessions
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Introduction
Course overview
Citizens compare public services with the best private sector experiences. Public service excellence programmes improve satisfaction, trust and efficiency.
This Aractech course covers customer service principles in government, service charters and standards, front-line excellence, complaint handling, measuring satisfaction, mystery shopping, excellence models and award programmes. Participants develop a service excellence plan.
The course suits public sector service managers and front-line leaders.
What you will achieve
Learning objectives
- Apply customer service principles in public services
- Develop service charters and standards
- Lead front-line service excellence
- Handle complaints and feedback effectively
- Measure citizen satisfaction
- Implement service excellence programmes
Who should attend
Target audience
- Public service managers
- Customer service centre managers
- Front-line supervisors
- Quality and excellence officers
- Municipal service staff
- Government call centre managers
Methodology
Learning approach
- Practical presentations
- Service charter workshop
- Role plays
- Case studies
- Planning
Complete course outline
Five focused days of learning and application
The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.
Day 1
Public Service Excellence
- Citizen expectations
- Excellence principles
- Service culture
- Trust in government
- Coffee break
- Trust in government (continued)
- Benchmarks
- Exercise: Service gap review
Day 2
Charters and Standards
- Service charters
- Standards
- Channels
- Accessibility
- Coffee break
- Accessibility (continued)
- Communication
- Workshop: Service charter
Day 3
Front-Line Excellence
- Front-line skills
- Empowerment
- Difficult customers
- Recognition
- Coffee break
- Recognition (continued)
- Role play: Citizen interaction
- Exercise: Coaching plan
Day 4
Feedback and Measurement
- Complaints
- Satisfaction surveys
- Mystery shopping
- Dashboards
- Coffee break
- Dashboards (continued)
- Case study: Service turnaround
- Exercise: Survey design
Day 5
Excellence Programmes
- Excellence models
- Awards
- Continuous improvement
- Coffee break
- Continuous improvement (continued)
- Leadership
- Sustaining
- Capstone: Service excellence plan
FAQ
Frequently asked questions
What does Public Service Excellence and Customer Satisfaction (GPS-015) cover?
This course covers Government and Public Sector through a structured five-day outline focused on practical application, discussion, and implementation planning.
When is the next available session?
The next scheduled session starts on 16 - 20 November 2026. See the course schedules section for the available dates and delivery formats.
Who should attend this course?
Public service managers, Customer service centre managers, Front-line supervisors
Is bilingual course delivery available?
Yes. All course materials and presentations are provided in English, while bilingual explanation and discussion support may be available depending on the selected location and trainer availability. For example, when attending a course in Istanbul, you may request a Turkish-speaking trainer to explain the English course content in Turkish. Arabic explanation support may also be requested at this location. Other languages are available in selected cities. You can choose your preferred language support as an optional preference during registration.
How can I register for a session?
Use any Register button next to the available course dates to open the participant registration page and submit your booking request for the selected session.
Is this course available online as well as classroom-based?
Check the course schedules section for currently published classroom and Online / Live sessions.
Where are classroom sessions delivered?
Current classroom venues include Vienna, Barcelona, Kuala lumpur, Munich, Amsterdam, Cape Town, Istanbul, Geneva.
How long is the training programme?
The programme runs for five days from 09:00 to 14:00, which gives 25 contact hours, including a daily 30-minute break (22.5 hours of instruction).
Quick request
Send quick request
Send a fast enquiry about this course and the academy team will get back to you.
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Request a formal quotation
Choose an available date and venue, add your participants, and we will email a formal quotation for Public Service Excellence and Customer Satisfaction to your business address.