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 eventsRead… Read more »
Search Results for: customer service
3 Customer Personas Your Customer Service Department Should Be Ready For
Knowing who your customers are is essential to having any successful business venture. I’m not talking about knowing their names or their locations (those are important) but knowing what makes them tick and their personalities is far more valuable. In our recent report: The Customer Service Playbook for Government, we go through all the waysRead… Read more »
The Customer Service Playbook for Government: Your Winning Game Plan
We’ve all heard the classic case studies in the private and public sectors where organizations get customer service right. While the statistics and stories are helpful, what you really need is a game plan – a “playbook” – that takes you step-by-step through the process of designing, executing and evaluating a world-class program.
3 Ideas for Great Customer Service from Ritz-Carlton
This weekend was both my 2nd wedding anniversary and my kid’s 1st birthday. So kind of a big deal, eh? My wife and I decided to honor the anniversaries by redeeming our Marriot points for a 1-night stay at a fancy Ritz Carlton on the beach. It was an awesome weekend and Ritz Carlton livedRead… Read more »
GovLoop Research Digest: 3 Government Focused Customer Service Resources
***Want more tips on customer service? Join us at the Data-Driven Citizen Engagement session next Tuesday, 9/10 at our GovLoop Virtual Innovators Summit – free rsvp**** There are some remarkable apps in the private sector changing the way customer service is being delivered. You can order a pizza from your phone, track delivery progress, payRead… Read more »
Tips for empowering customer service employees
Customer service is a core function of government, yet 60 percent of government executives describe citizens’ attitudes toward government as “frustrated,” according to a recent Government Business Council survey. One way to improve the reputation of your organization is to empower frontline employees so they can provide better customer service. Excellent customer service is aRead… Read more »
Our Push to Best Customer Service
I often hear about different tactics to improve customer service, some are good ideas and some not as good. This isn’t to say every idea isn’t worth exploring but rather, successful customer service comes from one core thought: Customer service starts with understanding the customer. So we asked, and we listened carefully. We understand thatRead… Read more »
Integrating Multichannel Communication in Customer Service
With the growth of the web, social media and technologies, providing seamless, consistent, and responsive customer service requires multiple channels of engagement. The GovLoop and Oracle report elaborates on how government agencies can integrate multichannel communication to improve customer service.
Best Practices for Government Customer Service
Providing an exceptional customer service experience is a key element of running any organization, from large corporations to non-profits to government agencies. Government agencies have to deal with issues raised by the public every day and be able to respond to constituents in an efficient manner. While seemingly a straightforward task, customer relations is aRead… Read more »
Recap: The Changing Face of Customer Service – Government Case Studies
Yesterday, GovLoop and Oracle presented a webinar on current customer service strategies in government. Widely discussed in the business realm, customer service is becoming a key focus area in government. Agencies are increasingly looking to customer service strategies via social media, mobile apps, call centers, and various other mediums to engage citizens and fill gapsRead… Read more »