This course is designed to empower municipal and government officers with the mindset, tools, and strategies needed to deliver responsive, respectful, and citizen-focused services. In an era where public trust and expectations are high, the ability to consistently provide quality service is critical. This course bridges the gap between policy and practice by transforming service delivery into a people-first experience.
Learning Methodology
Interactive instructor-led training
Real-life public service scenarios and role plays
Video-based service audits and feedback reviews
Group activities focused on complaint resolution
Templates for service standards and charters
Learning Outcomes
Participants will be able to:
Understand the principles of excellent customer service in the public sector
Engage citizens with professionalism, respect, and empathy
Handle complaints and feedback effectively
Develop service standards that are measurable and meaningful
Build a culture of responsiveness within public institutions
Delivery Format
Duration: 3 days (24 contact hours)
Delivery: Online (live instructor-led) or Physical (in select cities)
Certification: Certificate of Completion issued by Alverton Global
Materials: Sample service charters, complaint-handling templates, feedback tools
Course Features
- Lectures 30
- Quiz 0
- Duration 3 days
- Skill level Expert
- Language English
- Students 13
- Certificate Yes
- Assessments Yes
- 10 Sections
- 30 Lessons
- 3 Days
- The Role of Customer Service in Public Administration3
- Understanding Citizen Expectations3
- Communication and Service Etiquette3
- Complaint Handling and Conflict Resolution3
- Designing Service Charters and Standards3
- Building a Culture of Responsiveness3
- Digital Tools for Citizen Engagement3
- Measuring Service Performance3
- Inclusive Service Delivery3
- Post-Course Application and Service Improvement Plan3
Requirements
- Current role in a public-facing department or administrative unit
- Basic communication skills and exposure to citizen interaction
Features
- Role-plays based on real African service delivery challenges
- Practical tools to improve citizen satisfaction
- Certificate from Alverton Global
- Strong focus on inclusivity and empathy in service
- Offered both online and in-person
Target audiences
- Frontline municipal and ministries service staff
- County and city hall administrative teams
- Call center and helpdesk personnel
- Citizen engagement and complaints officers
- Supervisors of public-facing departments
