News Details

The Institute of Public Administration (BIPA) announced introducing customers service program in the government sector (service), which aims to promote and develop basic skills of customer service in public sector, and stimulates linking service excellence concepts with the economic and social strategy of the Kingdom of Bahrain, through developing personal capacities and communication skills in customer service. BIPA offers this program in collaboration with the Institute of Leadership and Management in Britain (ILM). BIPA's Senior Director of Professional Development Mrs. Ghada Shana'a said that the customer service program (service) was designed to contribute primarily in serving citizens through achieving the goals and programs that all ministries and government institutions are seeking in the Kingdom of Bahrain, which are included in the government action program for the years 2015-2018 under the two articles entitled improving public sector productivity, and enhancing and simplifying service delivery procedures in the public sector. Mrs. Shana'a indicated that the (service) program is targeting all employees working in the first row of customer service who deal directly or indirectly with customers, noting that the government customers are all citizens and residents who receive various services from different government agencies, stressing that measuring customer satisfaction in the service provided by the public sector depends on the extent of success of customer service staff in achieving a positive impression perceived by the government clients, which is sought by (service) program. The customer service program in the government sector (service) comprises of 4 main units; which include customer service essentials, technical working skills, strategies for dealing with customer complaints and solving their problems, as well as planning, organizing and using of performance standards in the customer service, and effective communication skills through the art of unconstrained communication and service excellence by phone and through the mail. The (service) program also includes strengthening personal skills for the trainees i.e. the art of negotiation and persuasion, working as a team, and dealing effectively with the pressures of work. The program includes a field trip to study the reality of customer service in the public sector, and the delivery of a project concerning developing customer service in the public sector as a mandatory practical application for the program participants, in addition to making a presentation, at the end of the program before the program assessment committee at the institute, to show mainly the skills and abilities acquired by the participants. BIPA calls on all who wish to participate in this program to register by getting in touch with the Registration Department at the Institute through the telephone number 17383833 or the e-mail registration@bipa.gov.bh or by visiting the following website of the Institute www.ipa.gov.bh, furthermore, all participants in the program will receive a training certificate from BIPA which is accredited by the ILM.