Customer Service for Local Governments

A CivicExcellence Masterclass Series Instructed by Tracey Lorenson

Course Overview

CivicExcellence Masterclass Series

Service excellence is a priority for most local governments, and yet delivering service is often challenging.

In this course built specifically for local government professionals in all roles, we discuss what is unique about local government customer service. In particular, we highlight some of the specific challenges that service providers have and the tough choices we make around who we serve and who gets their needs met. We also consider the question of who our customers actually are and the wide range of service expectations that comes with it.

In this course, we explore the skills that strong customer service requires, and also dive into some of the challenges of dealing with ‘difficult’ customers. While traditional customer service training focuses on external customers, we also explore the need to provide quality service to our ‘internal customers’ — our colleagues, those that we may provide leadership to, and our elected officials.

Participants will complete a personalized Customer Service Skills profile, which will assesses their individuals skills in all of these competency areas to help individuals identify their existing strengths and development needs.

This self-paced course can be started anytime and must be completed within 6 months of enrollment.

Instructor

Tracey Lorenson

Tracey has been consulting and training local government professionals at all levels for more than 30 years. An engaging and pragmatic facilitator, Tracey blends her passion for local government with her professional training as a lawyer, corporate coach and Certified Human Resources Practitioner.

Course Curriculum

Single Enrolment

$297

Get full course access immediately

  • Full Course Access from Enrolment
  • Access to Private Forums
  • Course Certificate

Group Enrolment

$197

If you are an Organization purchasing 25 + Enrollments Customer Service for Local Governments please book a call.

  • Full Course Access from Enrolment
  • Access to Private Forums
  • Course Certificate
  • Monthly Progress Report

FREQUENTLY ASKED QUESTIONS

Designed specifically for local government, CivicExcellence e-Learning is the next generation in training, combining live calls with experienced instructors with video, interactive exercises and much more. CivicExcellence e-Learning offers instant access to training that can improve both your individual performance, and that of your local government, all from your desk, and at your own pace.

Courses are designed around the way you learn. They are available on any desktop or laptop computer, and fully adapted for mobile and tablet so you can access your courses, your way.

The course is self-directed and can be done at each students own pace, within 12 months of purchase.

CivicExcellence courses are created to keep you engaged, and go well beyond the basics of voice-over slides. Our courses are delivered in bite-sized modules that you can review at your own pace.  Each module features a variety of tools to inform and engage learners, such as assessments, quizzes, exercises and downloadable worksheets. Once you are registered, you simply click on the link to your course to view the modules, watch the presentation or video, and do an exercise, take a quiz or download a worksheet.

Computer skills are very moderate – the course is flexible to access from laptop, mobile phone, or tablet. Some typing is necessary as there are exercises and forum discussions, but there’s no need for perfect grammar as this is about continued learning and growth.

Individual courses can be paid for by the charge card of your choice. Multiple registrations can be paid by choosing a group enrollment pricing and pay by debit or credit card. We can also send an invoice when you fill out this form.

John Smith

Developer

Highly Recommended Course. Easy to Understand, Informative, Very Well Organized. The Course is Full of Practical and Valuable for Anyone who wants to Enhance their Skills. Really Enjoyed it. Thank you!!

© 2025 civicexcellence