Customer Service Training

Customer service plays a vital role in every corporation as it often leads to greater customer satisfaction. Over the weekend (Saturday, 27th April 2019 and Sunday, 28th April 2019), the Palau Public Utilities Corporation held a two-session training for its employees on the importance of customer service. Why is customer service important to our customers, to the corporation, and to us public servants? How do we instill a sense of rightness and care in our staff? “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel” (qtd. in Belding).
The training was conducted by Shaun Belding, CEO of The Belding Group of Companies. This is an award-winning company that has conducted trainings all over the globe aiming to help customer service representatives provide outstanding customer experience. Belding is recognized as an expert on customer service; improving employee performance; and building positive, healthy workplaces.
The training included thirty-five staff from the Business Office, Human Resources, and Public Relations. Ranging from understanding customer service to exploring different types of communications, PPUC staff enjoyed the different aspects of the training. Participants were educated on customer service and its value, developing a customer service mindset, creating excellent first and last impressions, insightful lessons in communication exercises, and as well as the littlest things that achieve great results.