May 24, 2012 at 5:15 pm #162247
Has your Department or Agency implemented customer service performance standards? If so, I would be very interested in any information you may be able to provide as we implement this within our own organization.
May 25, 2012 at 4:31 pm #162249
Some twenty + years ago, the government agency I worked for developed both a values statement, and a small set of customer service related standards. The values embodied our philosophy about how customer should be treated, while the standards expressed those values in measurables (although I don’t recall us ever actually measuring).
I can’t recall the standards we had, but they were simple, relevant, and pretty standard, as in “We answer our phones within x rings”, and “You will receive a response to your query within 2 working days”.
My feeling is, and was that there should be a very short list of standards. Then again, it was before all the tech. changes, so one might need more to take different contact methods into account.
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