Why do those in public service need some basic customer service skills?

Public service requires customer service skills because you are dealing with the public. Many who need services DO NOT know the processes. They get frustrated especially when they are told one thing then another person says something else. Basically the public is held hostage by public service. No one else provides it. Some skills include, active listening, empathy, honesty, "really trying to help."

Sorry i don’t know the answer myself