Search Results for: customer service

Making Connections That Matter with Better Public-Sector Customer Service

Governments have made great strides in the past few years to improve the customer experience (CX), in part because of a growing realization of its importance and because of federal mandates such as President Obama’s 2011 customer service executive order. In GovLoop’s recent survey of 176 public-sector employees, results showed that although they still face significant… Read more »

Defining Your Role in Government Customer Service

Leaders across local, state and federal government recognize the need to improve customer service across the public sector. The Federal Agency Customer Experience Act was introduced in Congress in May, while customer service has been a cross-agency priority goal for years. States and cities are hiring experience officers to lead the charge toward better customer… Read more »

DorobekINSIDER Live: Evaluating Government Customer Service

Government has a pretty negative customer service reputation. When you think of great customer service you probably think of airlines like Southwest or coffee shops like Starbucks. The government rarely makes the list of most customer friendly organizations. Nevertheless, everyone in the country has to engage with a government entity in one way or another… Read more »

Status of CAP Goals, Part 1: Customer Service

Improving customer service has been an off-and-on federal priority over a number of years. In fact, it is now more broadly referred to as “customer experience,” since research shows that “customer service” accounts for only a quarter of a customer’s overall satisfaction with their experience with a company or government agency.