Customer Service Training across Fiji’s Civil Service

The Ministry of Civil Service is committed to enhancing customer service across Fiji’s Civil Service. In support, the Australian Government through the Australia Awards program, contracted the Queensland University of Technology (QUT) to design and deliver a customized training program.

With a focus on sustainability, the customer service training program will be implemented by QUT in three-parts. The first is a Train-the-Trainer Workshop, designed to build the capacity of 15 key civil servants, who will lead the delivery of future customer service workshops to civil servants across Fiji. The Train-the-Trainer Workshop provided participants with key knowledge and skills on adult learning principles and training delivery.

The second part includes a series of 11 customer service workshops, which will train selected civil service participants from numerous ministries across Fiji. The workshops will raise awareness on the importance of customer service as well as participants ability to deliver excellent customer service.

Finally, these workshops will be complemented by a tailored E-Learning package which will be made accessible to all civil servants across Fiji for many years to come. It is intended that the E-Learning training program will become part of all new civil servants’ induction program.

Upon completion of the training, civil servants will be equipped to recognise the various types of customers and how they engage with their respective organizations and ministries. They will understand that different customers have different perspectives and expectations and the importance of creating effective customer experiences. They will also gain a better understanding of the tools available to them to support customers effectively, and finally how to deal with challenging customers effectively.

Ms. Fiona Danayabak, Training Team Leader at the Ministry of Civil Service participated in the Train-the-Trainer Workshop in early June. Following completion of the workshop, Ms. Danayabak said, “The workshop reminded me of the importance of knowing who our customers are and understanding their needs and behaviours in order to tailor our service. I am excited to be implementing the training to civil servants across Fiji in the future.”

Permanent Secretary, Ministry of Civil Service, Ms. Susan Kiran said, “The investment in this training program builds on the ongoing initiatives to improve customer service delivery and achieve excellence across the civil service. The journey has now been taken to a higher level with the integration of Train-the-Trainer workshop and E-Learning training modules which allow for better accessibility of learning resources, promoting active, independent, and sustainable learning.”

The timing of the training aligns with the Ministry of Civil Service release of the new Customer Service Guideline. The investment demonstrates the Government of Fiji’s priority and commitment to customer service excellence across Fiji’s civil service.