Search Results for: customer service

Illinois Makes the Business Case for Customer Service

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Oftentimes customer service is an afterthought for overworked, under-budgeted and underappreciated states. And citizens are obligated to use government services, so why does the experience matter? Why waste the money? It matters, says Illinois Chief Information Officer Hardik Bhatt because, “governments don’t go out of business, but businesses go out of government.” In 2013, Illinois… Read more »

Create Flexible, Familiar, and In the Flow Customer Services

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This is an excerpt from the recent Customer Service Playbook for Government. In the guide, we detail six plays to help you transform the way your agency serves its citizen users. We all have an idea of what the citizen user wants. After all, we are citizen users. But once you’ve imagined a new customer… Read more »

Government Customer Service Isn’t Customer Experience

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If you think government isn’t in the customer experience business, think again. Every American deals with government on a daily basis – whether you know it or not – which is why improving customer service is paramount. But the government still has a long way to go. The Forrester’s Customer Experience Index (CX Index) has… Read more »

Revolutionizing Customer Service with Microsoft

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This is an excerpt from the recent Customer Service Playbook for Government. In the guide, we detail six plays to help you transform the way your agency serves its citizen users. Despite government investing more time, resources, and knowledge into their customer service initiatives, constituents still don’t seem to be fully satisfied. According to leading… Read more »

Get Customer Service Support from Leaders

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This is an excerpt from the recent Customer Service Playbook for Government. In the guide, we detail six plays to help you transform the way your agency serves its citizen users. Again and again the experts we spoke with said great customer service cannot happen unless employees at all levels of the organization support it,… Read more »

Making the Leap from Good to Great Customer Service

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This is an excerpt from the recent Customer Service Playbook for Government. In the guide, we detail six plays to help you transform the way your agency serves its citizen users. Customer service in government is not exactly stellar right now. Today, citizens expect seamless experiences similar to what they demand of the private sector… Read more »

The Customer Service Playbook for Government

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The government is finally making inroads into understanding and providing better customer service. But it faces significant challenges. Government agencies must operate on tighter budgets and with smaller staffs. Many knowledgeable and experienced employees are retiring, further undermining agencies’ ability to effectively serve customers. Today’s citizens and stakeholders demand fast, accurate answers from government agencies,… Read more »

Good Customer Service Starts with the Employee

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Government leaders are all hyped about integrating the newest technological innovations into their agency to improve customer service, but we may have forgotten a step or two along the way. Although technological advancements do provide some avenues to bettering the services govies provide to their constituents, we have to remind ourselves about the basics of… Read more »

DorobekINSIDER Live: Customer Service for Government

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You have to go to the DMV. You anticipate long lines, grumpy desk agents, and the possibility of being there all day, even though you only came to renew your license. But what if instead a smiling greeter shakes your hand as you arrive. You are guided to a check-in kiosk where another employee asks… Read more »