Posts Tagged: Customer Service

Want to Be a Web Superstar?

So you want to be a web superstar! Doesn’t everyone? Well, in government, administrations change, priorities change, and technologies change. But the formula for being a web communications superstar – the ones with the great (or greatly improving) websites, the best web organizations, doing the most exciting new things – doesn’t change. Web superstars followRead… Read more »

The questions companies have when adding social to customer service

At the closing session of the Parafest conference that I attended, and at which I spoke about Social Media and Collaborative solutions, the product management of Parature shared this slide. The slide represents the results of polling customer, throughout the conference, about their concerns, their questions, about adding social channels to their customer service efforts.Read… Read more »

How Does Your Government Website Stack Up?

Last week, a county government communications director in Oregon asked me to help her put together a session for their annual state meeting. We agreed that a “show and tell” hour, where attendees volunteer to show their county’s website and let their colleagues tell them what they think, could work well. I offered to doRead… Read more »

Invite our customers in – at their convenience

Lunched with Mom and daughter today. We have Ladies Lunches, when all three generations of us females go out to lunch together and share sandwiches, cake and giggles. We met Mom at the mall and she looked rather harassed. She sighed, “I have this letter from the Council about my refuse collection and I don’tRead… Read more »

Think your customers/citizens are stupid? Guess who their leader is…

Providing great services and products is difficult for businesses, government agencies, everyone. It is easy to blame the customers, or the citizens, for not understanding the complexity of issues ranging from how to install your product to the need for building permits. While, to be honest, there a likely a couple of knowledge-challenged people amongRead… Read more »

Designing Government for the People

I was talking to a co-worker about our office’s reconfiguration plans, which involve merging divisions and training employees to handle a wider variety of customer needs. It’s a nice plan, and it is likely to benefit our customers by removing the layers they have to dig through to get to the services they need. InRead… Read more »

Customer Service Mantra: Listen, Respect, Follow

From my very first presentation about being a government web manager – way back in the mid-90s – I’ve said this: “if you listen to your audience, they will tell you what to put on your website.” Listening to your audience is absolutely the cornerstone of great customer service. But it doesn’t stop there. YouRead… Read more »

Speaking With One Voice – A Basic of Good Customer Service

A recent Federal Computer Week article began by saying that, for fun, I sometimes ask a question through various channels at a government agency to see if I get the same answer. Well, I’m not sure I’d call it “fun.” But I have done just that when preparing to teach a class – mostly toRead… Read more »

The New USAJobs – Great Customer Service!

And the award for Best Customer Service goes to…USAJobs! Finally – a federal agency (the Office of Personnel Management) that really, really listened to its audience and gave us what we want. Plain. Simple. To the point. The new USAJobs website looks like Google. It’s a stripped-down version of its former self (which really wasn’tRead… Read more »