Customer-Centric Service for
Tax Authorities: Building
Trust and Satisfaction
12 – 16 May 2025
Sandton Centre
Johannesburg South Africa
Register Now! Limited Seats Available!
R19, 999.00 Per Delegate
Course Objectives
- Enhance Service Excellence: Equip tax authority professionals with the tools and techniques to deliver exceptional customer service, ensuring taxpayers feel valued and respected.
- Build Trust and Transparency: Learn how to foster trust by promoting transparency in tax processes, policies, and interactions.
- Understand Taxpayer Needs: Develop skills to identify and address taxpayer concerns effectively while balancing regulatory compliance.
- Improve Communication Skills: Master clear, empathetic, and professional communication tailored to diverse taxpayer groups.
- Leverage Technology for Engagement: Explore digital tools and platforms for improving taxpayer engagement and accessibility.
- Foster a Proactive Approach: Learn strategies to anticipate taxpayer issues and resolve them before they escalate.
- Strengthen Conflict Resolution Skills: Develop techniques for handling challenging situations and disputes with professionalism and fairness.
Who Should Attend
- Tax officers and customer service representatives in tax authorities
- Tax auditors and compliance officers
- Revenue collection agents and public relations personnel
- Tax authority executives and managers focused on service improvement
- IT professionals responsible for digital taxpayer solutions
Course Outline
Day 1: Foundations of Customer-Centric Service
The Role of Customer-Centricity in Tax Administration
- Defining customer-centricity in public services
- The link between trust, compliance, and satisfaction
- Organizational goals vs. taxpayer expectations
Understanding the Taxpayer Journey
- Mapping taxpayer interactions with tax authorities
- Identifying pain points and opportunities for improvement
- Case studies: Taxpayer-centric reforms
Principles of Trust and Transparency
- Building trust through clear policies and ethical practices
- Effective communication of tax laws and processes
- Group exercise: Identifying trust gaps
Day 2: Enhancing Communication Skills
Mastering Communication with Taxpayers
- Active listening and empathy
- Simplifying complex tax information for clarity
- Role-playing: Effective taxpayer conversations
Conflict Resolution and Complaint Handling
- Root causes of taxpayer disputes
- Strategies for de-escalating tense situations
- Group activity: Resolving real-life tax-related conflicts
Addressing Special Taxpayer Needs
- Serving diverse groups: Small businesses, large taxpayers, and individuals
- Cultural sensitivity in taxpayer communication
- Workshop: Developing inclusive service approaches
Day 3: Leveraging Technology for Taxpayer Engagement
Digital Tools and Innovations in Taxpayer Engagement
- Overview of e-filing, self-service portals, and chatbots
- Improving accessibility through digital services
- Demonstration: Best practices in digital taxpayer tools
Data-Driven Taxpayer Service Improvement
- Using taxpayer data to identify trends and needs
- Metrics for measuring taxpayer satisfaction
- Practical exercise: Designing a feedback survey
Enhancing Accessibility and Proactive Outreach
- Making tax systems user-friendly for all demographics
- Conducting taxpayer education and awareness campaigns
- Case studies: Successful outreach programs
Day 4: Developing a Customer-Centric Tax Authority
Leadership in Customer-Centric Transformation
- Driving cultural change within tax authorities
- Strategies for empowering teams to prioritize customer service
- Group activity: Leadership scenarios and solutions
Building an Action Plan for Excellence
- Identifying gaps in current practices
- Developing SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound)
- Collaborative workshop: Drafting organizational action plans
Best Practices from Global Tax Administrations
- Innovations and lessons from successful tax authorities
- Adapting strategies for local contexts
- Interactive discussion: Sharing insights and ideas
Day 5: Consolidation and Practical Application
Workshop: Designing a Customer-Centric Taxpayer Strategy
- Applying program learnings to real-world scenarios
- Group presentations: Proposing new taxpayer service strategies
- Peer and facilitator feedback
Role Play and Simulations
- Handling challenging taxpayer interactions
- Practicing communication and conflict resolution skills
- Simulated scenarios for proactive taxpayer assistance
Sustaining Customer-Centric Excellence
- Continuous improvement through feedback and innovation
- Setting personal and team development goals
Certification ceremony and program evaluation
End of the workshop
IN HOUSE AND ONLINE TRAINING
While both In-House and Online training can present with cost-effectiveness and time-efficacy, there are some very specific differences between in-house courses and those based online.
The demand for additional courses by individuals or groups of people is increasing. Still, it depends entirely on the preferences of a person what type of training he or she wants to receive. Online courses and in-house training carry some similarities but they are considered to exhibit some very pivotal differences too. Despite that, both types of learning can be really beneficial for attendees.
For Registration and other Training arrangements,
contact us on the detail below.
SOUTH AFRICA : +27 11 057 6001
TANZANIA Cell: +255 769 688 544
WhatsApp +27 79 574 0389
info@bmktraining.co.za / www.bmktraining.com
