Get Started With Better Customer Service: Your 90-Day Action Plan

I remember back in high school football how our coach used to send us the playbook a few weeks before the season. He asked us to memorize the plays and come ready to start running them on day one of “training camp.” The packet also included a schedule of practices, games and other key events and activities during the season. Basically, my coach laid out the plan, established clear expectations and asked us to execute on the vision of a winning year.

Last week, GovLoop released its brand new Customer Service Playbook for Government, which is designed to give you a step-by-step approach to improving your customer service activities. Yesterday we also hosted a webinar under the same title, bringing in a couple great guest speakers who joined me in talking about developing customer personas, walking through a customer journey mapping exercise and understanding how to coach your employees and measure effectiveness.

Like my coach, we developed this guide to lay out a clear process for you to follow. We made it actionable and easy to put into practice. We also wanted make sure that you had tools and templates that take the guesswork out of executing a vision for improved customer service. Knowing that people need a plan of attack, from reading the playbook to looking at season stats, the first tool that we placed in the appendix was a 90-Day Checklist. I’ve embedded it below:


In addition the 90-Day Action Plan, I’d encourage you to check out the rest of the guide below:

Sometimes I’ll get in touch with my old coach to see how he’s doing and just to thank him for the lessons he taught me about life through the game of football. I know he appreciates hearing from his former players and knowing how we’ve gone on to great things.

If you review the guide and use the templates, would you do me a favor? Would you drop me a line and let know if it’s had an impact in your agency?

Thanks…now go execute on the plan for a winning customer service program.


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David B. Grinberg

This is super awesome, Andy. What a valuable resource (and free) — a must read! Nice work, as usual. Kudos to GovLoop.