The November edition of DorobekINSIDER Live dives into the nitty gritty of shortcomings in government customer service and where it can improve.
What’s the Deal With Customer Service in Government?
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Customer Service Worksheets
How can your department meet constituent demands in smart, engaging way? The key is to learn what users want, how they interact with your services, and what customer service success really looks like at your agency
Making Connections That Matter with Better Public-Sector Customer Service
Governments have made great strides in the past few years to improve the customer experience (CX), in part because of a growing realization of its importance and because of federal mandates such as President Obama’s 2011 customer service executive order. In GovLoop’s recent survey of 176 public-sector employees, results showed that although they still face significantRead… Read more »
Defining Your Role in Government Customer Service
Leaders across local, state and federal government recognize the need to improve customer service across the public sector. The Federal Agency Customer Experience Act was introduced in Congress in May, while customer service has been a cross-agency priority goal for years. States and cities are hiring experience officers to lead the charge toward better customerRead… Read more »
DorobekINSIDER Live: Evaluating Government Customer Service
Government has a pretty negative customer service reputation. When you think of great customer service you probably think of airlines like Southwest or coffee shops like Starbucks. The government rarely makes the list of most customer friendly organizations. Nevertheless, everyone in the country has to engage with a government entity in one way or anotherRead… Read more »
How the VA Makes Customer Service Personal
Customer experiences in government agencies, like the VA, can only be improved when employees put themselves in the customer’s shoes. Learn how you can make government CX more personal.
How Employee Engagement Can Improve Customer Service
Improving employee engagement can be difficult sometimes, but it is important for enhancing citizen experiences. See how agencies are overcoming the challenges of employee engagement to benefit their constituents.
Status of CAP Goals, Part 1: Customer Service
Improving customer service has been an off-and-on federal priority over a number of years. In fact, it is now more broadly referred to as “customer experience,” since research shows that “customer service” accounts for only a quarter of a customer’s overall satisfaction with their experience with a company or government agency.
How Government is Enhancing Customer Service
Are you ready to start delivering a better customer experience at your agency but not sure how to go about doing so? Check out how these experts are enhancing customer service and the overall experience at their organization and pick up some tips you can emulate.
Delivering the Golden Standard of Customer Service
What’s the secret to delivering customer service that’s at a “golden standard?” The answer lies in using an omnichannel approach that meets citizens where they are.