The delivery of external services relies on a strong understanding of the needs and expectations of citizens and clients. This online self-paced course explores the different client needs and perspectives to consider in the design and delivery of client-centred services. Participants will learn about the Government of Canada's service delivery principles, the key concepts of citizen- and client-centred service, and the five drivers of client satisfaction.
- exploring the Government of Canada's service delivery principles
- defining citizen- and client-centred service and its importance
- identifying and applying the five drivers of client satisfaction
- highlighting the service expectations and priorities of citizens and businesses