The customer is always right. If you’ve ever worked at any retailer, restaurant, or franchised store, you may have gotten a lecture or two from your manager that included this phrase. And there is definitely truth behind it. Like any good retail establishment, successful government agencies are centered on meeting the needs of the publicRead… Read more »
In your mind, good citizen engagement might not be that important. Sure, your agency tweets and engages occasionally online, but its not a focus or a priority. After all, it can’t really affect anything that you’re doing that much, right? Wrong. According to new data from Forrester Research, bad citizen engagement and poor customer service fromRead… Read more »
WEBINAR: SERVICE CLOUD – UNDERSTANDING KNOWLEDGE MANAGEMENT One of the things most of us have experienced is the “newbie” customer service rep. Stuttering, sputtering and robotically reading from a script the rep stumbles through a time sucking call that inevitably ends with you getting disconnected en route to tier two support. Whether it’s calling aRead… Read more »
To improve how government delivers customer service, agencies must understand how customer experiences work, how expectations are set and met, and how experiences are perceived and remembered. During the NextGen design thinking workshop, Molly Moran, Executive Secretariat’s Research and Design Center, State Department explained how the foundations for how meaningful and valuable experiences are defined,Read… Read more »
Today I e-mailed J., one of the interns in our office, to ask where on our shared drive a certain report was stored. He responded and told me what folder to find it in, but he also attached the latest version of the report to his e-mail. J. showed that he’s already learned something thatRead… Read more »
The biggest brands in the world have one thing in common – they understand the value of customer service and have found unique ways to make it a core part of their business. How can we do the same in local government? Let’s learn from the top brands we’ve picked out. “Everyone should work inRead… Read more »
Young Government Leaders (YGL) and GovLoop present the NextGen Public Service Awards for superior public service and achievement. The 4th Annual NextGen Public Service Awards will be given at the 2014 NextGen Award’s Ceremony, which will kick off the NextGen Training Summit on July 23rd in Washington, DC. We have 18 finalists in six differentRead… Read more »
While social media has the potential to be a great add-on tool for customer service (communicating with the public through Twitter opens up possibilities for immediate interactions) most U.K. organisations are not using Twitter for direct stakeholder interactions. In fact, even though the majority of U.K. organisations have a Twitter account, only about a thirdRead… Read more »
It’s always good to see slow burning success… and even more so when it comes for people who has worked hard on it. John Fox spent a fair chunk of time at Sheffield City Council on a range of projects and working to get customer services engaged with the social web was one. I helpedRead… Read more »
Business leaders have to create an environment that motivates employees to want to take care of customers. A strong company culture is now one of the key criteria for employees when choosing where they want to work. Once employees join your organization, your company culture will have a direct impact on how they work forRead… Read more »