Professional customer service as a path to fulfilling the mission and vision of the Agricultural Social Insurance Fund (KRUS)

Customer service is a key element in the work of a public official. A government employee is obliged to interact with clients and provide comprehensive service, either directly or through various means of communication, such as the internet or telephone. The typical client of the Agricultural Social Insurance Fund (KRUS, the Fund) is an insured farmer, a benefit recipient, or a member of their family. Although these clients do not have the option of choosing a different form of insurance, this does not imply that the quality of service provided to them should be any less professional. This paper presents the principles of customer service within a public office and underscores how significantly the professionalism of officials affects the institution’s image. Referring to the Mission and Vision of the Agricultural Social Insurance Fund highlights the purpose of the Fund’s employees’ work and the goals they should strive to achieve. The publication compiles the most important principles of professional customer service, providing a practical guide for all officials – whether at the start of their career or already experienced – to refer to at any time in order to reinforce best practices. The article also aims to raise awareness among employees of the extent of their influence – the importance of their commitment and attitude towards clients, the value of their work, and the challenges associated with this demanding responsibility. Keywords: client, communication, customer service, difficult client, image.