Announcing the GovLoop Excelling with Customer Service Guide
GovLoop, in partnership with RightNow, is excited to release the "Excelling with Customer Service" Guide.
How is your agency doing as it prepares its Customer Service Plan in response to President Obama’s Customer Service Executive Order? As the October 27 deadline for submission stands just one month away, GovLoop has created the guide below. It's designed to help you in addressing topics such as:
- improving customer service delivery,
- advancing customer service through innovative technology, and
- eliciting timely customer feedback.
GovLoop and RightNow also partnered up to hold the first ever Customer Service Symposium one month ago, in which over 40 government employees collaborated to share ideas and information how to improve customer service. Many of their insights can be found in the guide.
In addition to viewing the guide below, please be sure to also check out our Customer Service Hub for more information on how to improve customer service in your agency. We would love to hear any stories how your agency has improve customer service and strategies you are implementing.
CLICK HERE TO DOWNLOAD AND PRINT THE GUIDE
How is your agency plan coming together?
What are some of your ideas for meeting the
customer service memo?
How can government (at all levels) improve customer service?
Comment
-
Comment by John E. Montreal on September 30, 2011 at 8:05am -
Very eye- appealling guide! thank you!
Some more meat on the topic of customer service can be found using a great search tool at -http://printfu.org/customer+service+training+manual
You will get some good hits with pdf copies of various corporate and generic docs and powerpoint files relating to customer service. Some and not all of it will apply to a government setting. However, the broad thinking mind will find some great tools, examples, role plays, "how to's" - create manuals, curriculum, workshops, and of course, most have the fundamentals of customer service covered (e.g. voice on phone; using scripts; internal and external service; providing solutions, etc.).
A few that i previewed and found useful, or at least parts and ideas:
ESOL Customer Service Courseware (MD Adult Education & Literacy Services Program -
http://www.dllr.state.md.us/gedmd/customerservice.shtml
US OPM Customer Service Satisfaction Survey
A Powerpoint file:
http://pdf.usaid.gov/pdf_docs/PNADL091.pdf
Designing A Customer Service Strategy
NIH Customer Service Survey ToolCustomer Satisfaction Survey Templates on Zoomerang
“Give a man a fish; you have fed him for today. Teach a man to fish; and you have fed him for a lifetime"... - Anonymous
-
Comment by Terrence (Terry) Hill on September 27, 2011 at 7:36am
-
Nice guide! I haven't heard anything officially from my agency on its plans for improving customer service, but I'm sure we will receive guidance someday soon. I'm quite sure who was tasked with developing this plan, but I'd love to see it.
-
Comment by Jack Shaw on September 26, 2011 at 9:27am -
Excellent Guide: When the Executive Order first came down, I wrote a reaction to an article from a commercial source asking if it were possible to government to meet this "memo." - http://managementhelp.org/blogs/training-and-development/2011/07/11...
Sponsor Spotlight
Tools & Resources
© 2012 Created by GovLoop.
You need to be a member of GovLoop - Social Network for Government to add comments!
Join GovLoop - Social Network for Government