Leveraging the power of citizen engagement to dramatically improve customer service, agency focus and cost efficiency.
Best Customer Service You've Ever Had?
August 18, 2010 at 7:48 pm #108597
Just browsing around GovLoop I came across a post that got me thinking. The post was called "How Do You Relate to the Public" and it outlined some nice customer service initiatives.
Customer Service is is really one of the only way you interact with customers which makes it incredible important. So important that some of the biggest online sites are completely built around it like Angie's List.
Anyways what I'm getting at here is what is the best customer service experience you've had? It's always easy to remember the bad ones but lets focus on the positive.
August 18, 2010 at 8:33 pm #108611
I still remember the service I got at the long defunct Britches of Georgetowne men's clothing store in DC. This was when people still dressed up to go to the office. I would get a thank you card in the mail and a call to see if everything was right with the suit I purchased. They knew me by name when I walked in the door. Those were the days -- the 80s.
August 22, 2010 at 6:11 am #108609
Last January, my computer at work broke down, and I had to have an IT guy in to look at it. He ended up transferring my hard drive to another computer, and taking the old one away. A day or so later, I remembered that I'd left a new CD my husband had just given me for Christmas in the drive. I called IT to see if it was possible to get it back, but of course, it had been thrown in a pile (or however they do it!) with a bunch of other dead computers. The IT guy who had helped me called to make sure things were ok, and I mentioned the CD, saying that it was my own fault I'd left it in there, but wished I had it back. The next day, he showed up with my CD, having checked the drives of all the old computers until he found mine. That was really "above and beyond!" (And, of course, I sent an e-mail to his supervisor commending him - as a fellow contractor, I know the value of those "kudos!")
August 26, 2010 at 1:10 pm #108607
I was totally floored a few years ago when my dentist called me at home in the evening to see how I was doing after my oral surgery earlier in the day. I was really impressed with his follow-up and caring attitude.
August 26, 2010 at 1:35 pm #108605
Best customer service: USAA. Hands down the best I've ever had, especially considering I've never interacted in person with their employees. Very impressive. Phone. Email. Fax. They are fast and do what they say.
Bonus: Harvard Business Review's Stop Trying to Delight Your Customers is the best piece on customer service I've ever read. I regularly think back to it.
August 26, 2010 at 1:36 pm #108603
Kudos #2: My agency's IT people. They actually respond to you and solve your problem usually within a few hours.
August 26, 2010 at 6:25 pm #108601
Call me back instead of put me on hold.
Last night, I had issues with Comcast and called in. They said they were experiencing longer than normal wait times so they wanted me to put in my number to call them back. It took about 1 minute, and they called me back 10 minutes later (they told me to expect a call in 6-10 minutes and assured me that I would lose my place in mind). When they called, they came on the line and said to press 1 when "Scott Burns" (in my voice having recorded me earlier) was available and on the phone.
Every company and government should take this approach. I was so happy that I was barely bothered when the service rep that called me was completely knowledgeable... at least I hadn't waited 10 minutes on hold to talk with her 🙂
August 26, 2010 at 6:32 pm #108599
I WISH I had the same comcast experience as you Scott. Sadly though I would be writing about them if this were the worst category. Closing out my account in my previous location was absolute hell.
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