Training Course on “Customer Service” for Senior Officials of the Tax Service

According to the results of the “Caucasus Barometer 2021–2022” survey conducted by the Caucasus Research Resource Center, 69% of respondents believe that “people are like children and the state should take care of them like a parent,” 26% believe that “the state is a hired worker and people should control it like an owner,” while 5% agree with neither statement.

Without prioritizing any of these perspectives, in line with the policy adopted by the State Revenue Committee, the relationship between the state and citizens places significant importance on mutual experience and a high quality of interaction.

Effective communication is a key element of service delivery and a determining factor in both verbal and written communication. Considering its importance, a course on “Customer Service” was held at the SRC RA Training Center. The session was delivered by Zarmine Zeytuntsyan, an independent expert and Head of the Hospitality Master’s Program at the American University of Armenia.

The goal of the “Management Skills” training organized for senior officials of the tax service is not only to transfer new knowledge and enhance skills but also to encourage the exchange of experience among participants. During this course, several key qualities essential for effective communication between public servants and citizens were discussed:

• Clarity of Speech: The ability to ask clear questions, provide understandable explanations, and engage in focused discussions is one of the most effective ways to resolve issues.
• Empathy and Understanding: This skill helps in navigating different situations effectively and better understand the needs and expectations of others.
• Patience and Support: The process of serving citizens can be challenging, especially when individuals do not fully understand their issue or when expectations differ from available solutions.
• Results-Oriented Approach: Managing complex situations requires a personalized approach and flexible responses to the needs and challenges of the interlocutor, etc.

Alongside these qualities, it is essential to maintain a mindset of continuous development, as the ongoing improvement of behavior, skills, and competencies is necessary for both state system employees and citizens.