Public Relations

Customer Relations Management in Public Services

Public service organisations must handle citizen enquiries, requests and complaints fairly and efficiently. This course covers citizen-centred service, service standards, managing contact channels, complaint handling, difficult conversations, using feedback to improve services and measuring citizen satisfaction.

5 days Classroom or live online English

Smart Horizon Certified - Global Leadership Consultants

Take the course details with you.

Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.

Download course PDF

Why attend

From knowledge to real-world impact.

Citizens expect the same service quality they receive from the best private companies. You will learn to meet those expectations.

Workplace challenges

Professional Problems This Course Is Designed to Solve

The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.

Difficulty translating subject knowledge into practical workplace decisions.
Inconsistent approaches to the activities covered in the course outline.
Lack of a structured plan for applying and reviewing new skills.

Course methodology

How you will learn.

Service scenarios, complaint handling role plays, service standard design and case studies.

Course objectives

What you'll take away.

By the end of this course, participants will be able to:

Apply citizen-centred service principles
Set and communicate service standards
Manage multiple contact channels
Handle complaints fairly and effectively
Manage difficult conversations
Use feedback to improve services

Target audience

Who should attend.

This course is suitable for:

Customer service staff in public organisations
Service centre managers
Complaints officers
Public relations staff
Front-line supervisors

Target competencies

Capabilities you will build.

Participants will develop competencies in:

Citizen focus
Service standards
Complaint handling
Difficult conversations
Satisfaction measurement

Course outline

Your learning journey.

A focused, practical outline with time to explore, apply and reflect.

Day 1Citizen-Centred Service

09:00–10:08Citizen expectations
10:08–11:00Service principles
11:00–11:30Coffee break
11:30–11:45Service principles (continued)
11:45–12:53Case studies
12:53–14:00Exercise

Day 2Service Standards

09:00–10:08Setting standards
10:08–11:00Publishing standards
11:00–11:30Coffee break
11:30–11:45Publishing standards (continued)
11:45–12:53Monitoring
12:53–14:00Workshop

Day 3Channels

09:00–10:08Phone, counter and digital
10:08–11:00Consistency
11:00–11:30Coffee break
11:30–11:45Consistency (continued)
11:45–12:53Records
12:53–14:00Exercise

Day 4Complaints

09:00–10:08Complaint process
10:08–11:00Investigation
11:00–11:30Coffee break
11:30–11:45Investigation (continued)
11:45–12:53Responses
12:53–14:00Role play

Day 5Improvement

09:00–10:08Feedback analysis
10:08–11:00Satisfaction surveys
11:00–11:30Coffee break
11:30–11:45Satisfaction surveys (continued)
11:45–12:53Service improvement
12:53–14:00Action plan

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.

Dates & venues

Find a session that works for you.

Confirmed dates accept registration requests. Tentative dates are enquiry only.

Good to know

A few things to know.

How is the course delivered?

Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.

Can you deliver this programme for our team?

Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.

Will I receive a certificate?

Participants who complete the programme receive a Smart Horizon certificate of attendance. Smart Horizon programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.

What should I confirm before booking travel?

Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.

Keep exploring

Your next horizon awaits.

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The full course agenda and dates are available above. Use the session links in Dates & venues to choose a session. Registration and quotation forms require JavaScript; you can also contact our learning team directly.