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Sample learning package

Service recovery for a citizen-facing team

The same instructional design as a commercial customer-service program, re-scened for a public-service context: the situations, terminology and success measures change, the objectives and assessment logic do not.

SampleCustomer serviceEnglishArabic

An illustrative adaptation prepared by Potential Courses to show how a business program is re-scened for government. It is not a client case.

Discuss a similar needAll examples

The journey

Before, during and after the live session.

Audience: Counter and contact-centre staff in a government service unit

Languages: English, Arabic

  1. 01

    Diagnose

    The service owner supplies the published service standard, the escalation policy and an anonymised sample of recent complaints.

  2. 02

    Prepare

    Learners work through the service standard, an empathy and de-escalation lesson, and two written scenarios drawn from the client's own case types.

  3. 03

    Practice

    A facilitated session working live recovery scenarios at the counter and on the phone, scored against an observation rubric built from the client's standard.

  4. 04

    Apply

    Each learner handles a defined case type using the agreed approach and submits the written response for review.

  5. 05

    Review

    Post-assessment, a review of the submitted responses, and an improved citizen journey for one case type.

The assets

What is in the package, and what you can see today.

You can inspect useful content without a login. We never publish secure assessment answer banks, private coaching material or client learner records.

  • Scenario set built from client case types

    Facilitator materials

    Written from the client's own anonymised cases and approved policies before delivery.

    Shared during scopingEnglishArabic

  • Observation rubric

    PDF, 1 page

    The criteria used to score a recovery conversation and give feedback.

    Inspect on request — no loginEnglishArabic

  • Improved citizen journey template

    Workshop output

    The tangible artifact the session produces, not a handout.

    Produced inside the programEnglishArabic

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Ask and we will send the complete package, including the facilitator materials. The first meaningful demonstration on this page is deliberately not behind a form — the enquiry is for the parts we would normally walk you through.

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What this shows

The honest version.

This adaptation exists to show the translation step: a commercial customer example becomes a citizen journey, and revenue measures become service quality and mandate delivery.

What it does not show

Jurisdiction-specific and regulated content must be reviewed by a topic specialist and approved by the client before any delivery.

Attribution: An illustrative adaptation prepared by Potential Courses to show how a business program is re-scened for government. It is not a client case.