Just a quick thought: could local authority customer service centres be sources of content for their social media channels? Most customer service departments in councils these days have CRMs of varying sophistication and they must be able to report on what the issues are that most people are calling about at any one time. PerhapsRead… Read more »
Search Results for: customer service
Customer Service Through Founding and Guiding Principles
How does a hotel chain with over 3800 hotels in 74 countries provide unparalleled customer service? GovLoop and Oracle held an event, The Changing Face of Customer Service in Government, where attendees heard about how J.W. Marriott views customer service. It starts with a founding principle: If we take care of our associates (employees), theyRead… Read more »
Relearning the value of customer service
As a lot of you folks know I recently went to the Troux Worldwide Conference. I’m was very excited to get down there. As usual there was a lot of great speakers, a lot to learn, and plenty of other reasons to just be excited about getting down there. It probably were going to beRead… Read more »
Meeting Citizens Where They Already Are- How to Improve Customer Service
If the average citizen is mobile and social, shouldn’t government services be as well to better serve them? This is the question government agencies have been working to address over the last few years. With initiatives like the Digital Government Strategy, which aims to provide citizens with high-quality digital information anywhere, anytime, and on anyRead… Read more »
The Customer Service Citizens Want
Ontario Canada has implemented a Lean initiative to improve how government services are provided. I recently obtained a copy of a PowerPoint presentation by Art Daniels, which contains some great information about the implementation of Lean in Ontario. Mr. Daniels has over 40 years of experience in leading change initiatives as a Canadian government officialRead… Read more »
Maslow’s Hierarchy of Government Customer Service Needs
Two months ago I became a father. As such, I’ve had to navigate a number of government entities in order to get services for my son. As such, it made me think more about what is great customer service in government. Which after doing some research, I found this great article on Maslow’s Hierarchy ofRead… Read more »
Are organisations failing in their use of social media and apps as customer service channels?
Guy Cranswick of IBRS has brought my attention to a media release about a new report from Fifth Quadrant, a leading Australian customer experience strategy and research consultancy, on social media and smartphone app customer service enquiries. The report looked at how many Australian consumers had used these channels for customer service enquiries and whyRead… Read more »
Trending Now: The Public Sector Focuses on Customer Service
Daryl Covey, an experienced service manager with over thirty-eight years of public sector service, brought together federal customer service managers from all lines of business. The group collaboratively generated a collection of customer service “best practices” for government employees. Covey shares his findings and the findings of these experts in his new book, Government CustomerRead… Read more »
The New Face of (e) Customer Service
You might be in the business of providing classroom furniture to customers across the country, but that doesn’t mean customer service ends when the bell rings in the autumn. This is one industry that is a little bit slower than others to embrace the age of technology. When you’re the one providing much-needed products, howRead… Read more »
Customer Service In Focus: New York City
Post Highlights GovLoop is Celebrating National Customer Service Week: Follow Here Francisco Navarro, Customer Service Policy Advisor, New York City, discusses customer service initiatives in New York City Story is an excerpt from GovLoop’s research report: Re-Imagining Government Customer Service This week GovLoop has been celebrating National Customer Service week. The following is an excerptRead… Read more »