What is customer-focused service delivery, and why is it so important?

Public sector work means serving people, colleagues, communities, and agencies. But how often do we stop to consider what they actually experience?

This half-day workshop cuts through red tape thinking to refocus on what matters: delivering respectful, responsive, and effective service at every touchpoint.

Whether you work behind the scenes or on the front line, how you interact, communicate, and follow through shapes the reputation and impact of your agency.

Service is not just what we do, it’s how we do it.

You’ll walk away with practical strategies to connect with customers (internal or external), manage complaints constructively, and create positive service moments, especially when things go wrong.

• Clarify who your customers are, and what they expect from you

• Apply simple frameworks to improve everyday service interactions

• Strengthen rapport and communication, even under pressure

• Learn calm, constructive approaches to complaints and challenges

• Take away tools to improve service and build better working relationships