How long is the course and in what format?

It is 8 hours, usually in two 4-hour sessions repeated per shift so service never closes, or four 2-hour virtual micro-sessions. It can be on-site at the agency, live virtual, self-paced on the platform, or a combination. The content is the same; what changes is how people practice and the calendar.

Does it include a DC-3 certificate?

Yes. Every participant who meets the attendance and assessment criteria receives a DC-3 certificate with the data required by Mexico's STPS, and the platform keeps attendance and grade records for the training unit, the internal control body and the agency's audits.

Is it adapted to our agency's procedures?

Yes. Before starting we review your most frequent procedures, your recurring complaints, your service channels and your internal protocol, if you have one; scripts, role-plays and cases are built from that information. If your agency has a service model or a citizen charter, we align the course to it.

What about questions after the sessions?

Geedle Bot, our artificial-intelligence agent, is trained on the course content and recordings. It answers questions at any hour from the platform, WhatsApp or Teams and takes the participant to the exact minute and second of the recording where the instructor explained the topic, so nobody waits until the next session.

Soft skills courses

Citizen service course for companies

A hands-on course for staff who serve citizens at counters, service modules, phone lines, social media and procedure platforms of federal, state and municipal agencies in Mexico. We work with your agency's real procedures and situations, rubric-observed role-plays, an AI agent that supports participants between sessions and a DC-3 certificate filed with Mexico's STPS.

What is the citizen service course?

It is an 8-hour program that builds the public servant's skills to serve citizens with clarity, respect and effectiveness: explaining procedures and requirements, listening and resolving at first contact, handling upset people, routing complaints and following up. It runs on-site at the agency, live virtual or self-paced, with a DC-3 certificate and service scripts for each channel.

Course sheet

The essentials at a glance.

Duration

8 hours

Formats

Live virtual · On-site · Self-paced

Certificate

DC-3 · STPS

AI agent

Geedle Bot answers questions 24/7 with the exact minute of the recording

What your team will be able to do

Learning objectives observable on the job.

Explain procedures clearly
Communicate requirements, timelines and steps in plain language, without jargon or assumptions.
Resolve at first contact
Listen, identify the real need and resolve or route correctly so the person does not have to come back.
Handle upset people
Stay calm, defuse tension and set respectful limits in the face of complaints and verbal aggression.
Serve across channels
Apply the same service standard at the counter, on the phone, on social media and on digital procedure platforms.

Syllabus

Course syllabus

Six modules; each one leaves a deliverable you can apply in your operation.

The public servant facing the citizen
What the person arriving at the agency expects, what the institution expects, and how service builds or destroys public trust.
Map of your service point
Plain language and explaining procedures
Requirements, timelines and steps explained in full, checking for understanding and what to do when the person lacks a document.
Procedure script
Listening and first-contact resolution
Identify the real need behind the question, resolve what is within your reach and route with a name, area and ticket number.
Routing matrix
Handling upset people and tense situations
De-escalate, set respectful limits, ask for support and record the incident without confrontation.
De-escalation protocol
Phone, social media and digital platform service
Scripts per channel, response times, what to say in writing and what not to, and care of personal data during service.
Scripts per channel
Complaints, follow-up and improvement plan
Receive and record complaints, follow up with a ticket number, close the loop with the person and 90-day commitments for the area.
Area improvement plan

Who is this course for?

Counter and procedure-module staff, phone and social-media operators, inspectors and field staff who deal with the public, and supervisors of service areas. It works equally well in ministries, municipal governments, water utilities, public hospitals and public universities: cases are built from your procedures and your most frequent complaints.

What changes at the agency after the course?

Procedures explained in full at first contact and fewer return trips for citizens, tense situations resolved without escalating to the director, complaints routed with a ticket number and follow-up, and consistent language at the counter, on the phone and on social media. We measure before and after with a learning assessment and, if you wish, with your complaint and service-time indicators.

Want this course at your company?

Request the proposal for the citizen service course: three scope options with a closed price in under 24 business hours.

Quote on WhatsApp Request a proposal

Participant asking Geedle Bot on a laptop at night; the agent replies with minute 42:15 of the course recording

Artificial intelligence

An AI agent supports every participant during and after the course

Geedle Bot is trained on the syllabus, materials and recordings of your course. Participants ask in plain language and get an exact answer, not a generic one.

Knows every detail of the course: dates, syllabus, deliverables and certificate criteria
Solves problems in real time, at any hour, from Moodle, WhatsApp, Teams or Slack
Delivers the exact minute and second of the recording where the instructor explained the topic
Reinforces what was covered with summaries and review questions, and escalates to the instructor when needed
Shows HR which topics raise the most questions so the course can be adjusted

Meet Geedle Bot

Which format suits each course?

All of them issue a DC-3 certificate and leave records on the platform; what changes is how people practice and how the calendar is organized.

	Live virtual	On-site at your company	Self-paced on the platform
Ideal for	Teams across several sites or remote	Hands-on practice, team dynamics and brigades	Rotating shifts and large workforces
Interaction	Live instructor, breakout rooms and real cases	Instructor in the room, role-plays and practice with equipment	Microlessons, challenges and automatic assessments
Typical duration	2-to-4-hour sessions on different days	4-to-8-hour days	2 to 4 weeks at your own pace
Records	Attendance, participation and assessment on the platform	Roster, assessment and photo evidence	Progress, grades and time on the platform
Questions between sessions	Geedle Bot 24/7	Geedle Bot 24/7	Geedle Bot 24/7
Certificate	DC-3 with the STPS	DC-3 with the STPS	DC-3 with the STPS

Related courses

Other soft skills by sector courses and the full category.

FAQ

Frequently asked questions about the citizen service course

Get a quote for this course for your team

Tell us how many people, in which city and in which format. We reply the same day, free and with no commitment.

Citizen service course for companies

What is the citizen service course?

Course sheet

Duration

Formats

Certificate

AI agent

What your team will be able to do

Explain procedures clearly

Resolve at first contact

Handle upset people

Serve across channels

Course syllabus

The public servant facing the citizen

Plain language and explaining procedures

Listening and first-contact resolution

Handling upset people and tense situations

Phone, social media and digital platform service

Complaints, follow-up and improvement plan