Customer Service & Public-Facing Skills 

Deliver Excellent Public Service in Every Interaction 

Tailored training and development programmes to help public sector organisations create inclusive, engaging, and resilient workplace cultures that attract and retain top talent.

Talk to Us About Customer Service Training
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What We Offer

We provide targeted development for frontline staff, customer-facing teams and anyone representing your organisation to the public. Our practical, CPD-certified training builds confidence, empathy and clarity in service delivery. Key topics include: 

  • Developing Effective Written Responses to Complaints

    Craft thoughtful, clear and respectful responses to written complaints, especially in high-stakes or healthcare contexts.

  • Managing Challenging Conversations and Conflict

    Gain practical strategies for de-escalating tension, setting boundaries and handling difficult customer behaviours with professionalism.

  • Handling Aggressive Verbal Complaints

    Develop assertive techniques to manage abusive or inappropriate behaviour, prioritising both service and staff safety.

  • Customer Service Essentials for the Public Sector

    Build the core mindset, behaviours and communication skills needed to deliver consistent, citizen-centred service across channels.

  • Handling Conversations with Vulnerable or Upset Service Users

    Develop skills to remain calm, compassionate and effective when dealing with sensitive situations or emotionally charged interactions.

  • Clear and Accessible Communication

    Improve clarity, tone and structure across verbal and written communication, including email, letters, and reports, while meeting accessibility standards.

  • Confidence and Resilience in Public-Facing Roles

    Equip staff with practical tools to manage stress, regulate emotions and remain composed in challenging service environments.

  • Delivering Excellent Digital and AI-Assisted Customer Service

    Develop the skills to deliver clear and empathetic support across AI-assisted channels. Learn to add the human touch, manage digital interactions and build public trust online.

  • Service Improvement and the Government Service Standard

    Understand how to align with the UK Government’s Service Standard to improve consistency, usability and citizen satisfaction across digital and in-person services.

  • User-Centred Service Design for Teams

    Help staff understand the basics of service design thinking so they can improve services based on real user needs and feedback. 

  • Presenting with Impact in Public Settings

    Develop the confidence and structure to communicate clearly and credibly in public forums, consultations, or community meetings.

  • Delivering Great Customer Service in Digital Channels

    Strengthen service skills across webchat, email, social media and online forms while maintaining tone, professionalism and accessibility.

  • Effective Complaint Handling and Service Recovery

    Learn how to manage complaints with professionalism and empathy, turning difficult situations into opportunities to build trust.

  • Delivering Inclusive, Culturally Competent Service

    Respond to diverse service user needs by building cultural awareness, inclusive language and confidence working across differences.

  • Advanced Listening and Empathy Skills

    Deepen listening and empathy techniques to build trust, reduce defensiveness and strengthen citizen rapport in complex situations.

  • Managing Time, Tasks and Energy in Public Service

    Improve personal effectiveness and resilience with planning, prioritisation and energy management tools for high-demand roles.

  • Embedding Values in Frontline Service

    Help teams connect their day-to-day tasks with organisational values and public impact to improve engagement and service quality.

  • Trauma-Aware Practice in Public-Facing Roles

    Understand how trauma shapes behaviour and develop compassionate, non-triggering responses in roles where service users may be affected.

Most Requested Sample Agendas

  • Effective Written Responses to Complaints in the Public Sector

    Address the concerns of the public in a timely and satisfactory manner, whilst protecting the integrity and reputation of your organisation.

    View Sample Agenda

  • Handling Aggressive Verbal Complaints

    Empower your team to confidently manage aggressive or challenging complaints through hands-on practice and realistic role-play.

    View Sample Agenda

  • Handling Difficult Conversations

    This practical course helps teams gain confidence, improve communication and stay in control during difficult conversations, ensuring they achieve positive and productive outcomes.

    View Sample Agenda

  • Handling Conversations and Complaints with Vulnerable Service Users

    Gain hands-on experience of the skills needed to handle difficult conversations, deliver bad news and de-escalate challenging situations.

    View Sample Agenda

Mix. Match. Customise.

You don’t have to choose just one. We’ll work with you to create a training programme that meets your team’s specific goals, whether it’s improving first contact resolution, building confidence in complaints handling, or embedding service values across teams. Sample agendas are available on request, or we can co-create a bespoke experience tailored to your audience and challenges.

Talk to Us About Team Training
Customer Service & Public-Facing Skills Sample Agendas

Feedback & Testimonials

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London Borough Council

“The course was incredibly useful in preparing our team to handle sensitive complaints with confidence.”

- Complaints & Information Governance Manager

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A group of six young adults gathered around a dining table in a modern kitchen, chatting and smiling. The table has several bottles, a bowl, and a roll of paper towels. The kitchen features open shelves with dishes, a microwave, and a sink. The atmosphere is casual and cozy with natural light coming through the windows.

Midlands Housing Association 

“This training helped our housing officers feel more confident when dealing with emotional service users and difficult conversations.”

- Head of Customer Services

NHS Community Health Trust

“It’s rare to find a course that speaks so directly to the real experiences of frontline staff. It felt relevant and empowering.”


- Customer Access Team Lead

More Feedback…

Hertfordshire County Council

“Our team now has a shared language and practical techniques for de-escalating complaints and responding clearly.”
- Operations Manager

St Patrick’s College

“Highly recommend that all who work within complaints – take the opportunity to attend.”
- Director of Student Admin Services

National Crime Agency

“I thought the trainer was exceptional. She was interactive, experienced and built a very good rapport with participants. The handouts will be very useful also.” – Senior Office, National Crime Agency.
- Senior Officer

BCUHB

“This is honestly the best one-day course I have ever attended – Susan's knowledge and know how are astounding.”
- Head of Nursing

Government of Jersey

"I recently attended the stage 2 written complaints training course, and it exceeded all my expectations. The course provided practical practical, real-world strategies for addressing customer complaints professionally and efficiently. The interactive exercises and case studies were invaluable helping me to develop confidence in managing difficult situations. I now feel much better equipped to turn complaints into opportunities for growth and customer satisfaction."
- QA Officer

Greenwich NHS Trust

“Brilliant course. Every manager involved in responding to complaints should attend.”
- Consultant in A&E, Lewisham

Goldsmiths University

“Sue was so knowledgeable, engaging + excellent. Very useful examples + great examples used.”
- Appeals and Complaint Officer

Success Stories: Mini Case Studies

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NHS logo with white letters on a blue background

Hackney Council

  • Challenge: Frontline complaints staff needed to improve response quality and reduce case escalations.

  • Approach: Delivered tailored workshops focused on de-escalation, written responses, and tone management.

  • Results: Increased first-contact resolution, improved customer satisfaction scores, and greater staff confidence in challenging interactions.

University Hospitals Coventry & Warwickshire NHS Trust

  • Challenge: Clinical and admin staff struggled to maintain clarity and compassion in formal complaint letters.

  • Approach: Delivered writing-focused training aligned with NHS complaints processes and tone of voice guidance.

  • Results: More consistent, respectful responses; fewer follow-up queries; and increased staff confidence in formal communication. 

Yorkshire Housing

  • Challenge: Housing officers needed support to navigate emotionally sensitive situations with tenants.

  • Approach: Ran trauma-informed communication training covering empathy, boundaries, and service values.

  • Results: Greater consistency in approach across teams, improved tenant feedback, and reduced team stress levels.

Migrant First

  • Challenge: Frontline staff were struggling to craft effective written responses to complaints, leading to poor tone, miscommunication, and frequent case escalations.

  • Approach: Designed and delivered bespoke workshops focused on de-escalation techniques, writing with clarity and empathy, and managing tone in written communication. Training was tailored to real-world complaint scenarios faced by Migrant Help teams.

  • Results: Achieved a measurable increase in first-contact resolution rates, improved customer satisfaction scores, and boosted staff confidence when handling complex or emotionally charged complaints.

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Submit an Enquiry For Customer Service Training

What Happens After You Enquire?

  1. We contact you within one working day to discuss your goals and training needs.

  2. We hold a quick consultation to understand your specific requirements.

  3. We create a tailored course proposal with clear details and pricing based on your needs.

Why It Matters?

Our programmes are grounded in real public sector challenges and tailored to your team’s goals, roles and working environment

Man giving a presentation on a slide showing spending per resident on publicly funded infrastructure across different regions in the UK, with the highest in London.

Public trust is shaped by every interaction and poor service can undermine confidence in public institutions

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People attending a business or workshop meeting, some are seated at tables with documents, notebooks, and water bottles, and engaging in discussion.

The Government Service Standard calls for user-centred design and accessible, consistent communication  

Clear, empathetic communication improves outcomes for service users and reduces complaints

Confident, resilient frontline staff improve morale and reduce burnout in high-pressure service roles

Here’s Our 5 Step Process 

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Step 1: Initial Consultation

We work with you to gain an in-depth understanding of your specific needs.

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Step 2: Planning

We provide a detailed plan, agreeing your timeline, budget and training needs.

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Step 3: Training Design

With you, we find the right course structure and develop training exercises and materials for your needs.

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Step 4: Programme Delivery

Using a delivery method that suits your needs (online or face-to-face), we make sure the course runs to your requirements.

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Step 5: Post-Course

Using feedback reports, we provide you with detailed insight into the effectiveness of the training. As well as recommendations and follow-up training support.

Frequently Asked Questions

  • At ModernGov, we deliver in-house customer service & public-facing skills training for a wide range of public sector and publicly funded organisations, including:

    • Central government departments and local government bodies

    • Local authorities and councils

    • Charities and third-sector organisations delivering public services

    • NHS organisations and private healthcare providers

    • Schools, academies and higher education institutions

    • Police forces, emergency services and public safety organisations

    • Justice and legal organisations

  • Both. Training can be delivered on-site face-to-face, either at client locations or at our facilities, or virtually, or through a blended approach.

    This flexible approach allows public sector organisations to select the delivery method that best meets the needs of their workforce, locations and requirements.

  • Programme length varies depending on the organisation’s needs. We offer flexible options, including half-day workshops, multi-day intensive programmes, or multi-session leadership pathways spread over weeks or months.


  • Our customer service training is suitable for frontline staff, contact centre teams, supervisors, managers and public-facing professionals across public sector and publicly funded organisations.

  • Yes. Our in-house programmes can be designed for mixed groups, bringing together participants from different teams or departments while ensuring the content remains relevant to their roles and responsibilities.

  • Our programmes are delivered by experienced facilitators and trainers with extensive public sector leadership experience, including senior civil servants, former agency executives and leadership development specialists.


  • Yes. Training can be customised for specific services, departments or customer groups, such as housing, social care, healthcare, education or regulatory services.

    This ensures the content is relevant to your responsibilities, challenges and operational context.

  • Organisations can contact ModernGov via our enquiry form, email or phone to discuss training requirements. We provide a consultation to understand needs, customise content and recommend the most suitable delivery approach.

  • Yes. While ModernGov specialises in in-house training for public sector organisations, we also work with private sector organisations, particularly those operating in regulated environments or delivering public services.

    Programmes are tailored to reflect each organisation’s context, priorities and challenges.

  • Yes. Our training is suitable for organisations working with vulnerable or high-need service users, with content adapted to support empathy, safeguarding and appropriate professional boundaries.