Imagine this. Your agency is tasked with reaching out to individuals in 192 different languages, across many different channels, with varying education and technological expertise. It sounds like an almost impossible task. But that’s exactly what the U.S. Citizen and Immigration Services Customer Service and Public Engagement Directorate accomplished
Posts Tagged: Customer Service
Complex processes are a major pain point in delivering good customer service. Navigating citizenship and immigration services is extremely complicated. Learn how USCIS is using a virtual assistant to help ease this customer service pain point.
Personas do take some time to develop, but time spent thinking about your end customer is definitely time well spent.
10 steps you can take to better serve federal customers and support your agency’s mission every day.
The phrase “customer service” has often sounded like an oxymoron to anyone who has endured interminable lines at the DMV, navigated maze-like call centers, or even attempted to get a simple answer from a website. Help could be on the way – and sooner than you think.
As government communicators, we’re best serving the public when we’re thinking about our customers as smaller groups — defined, just for example, by geographic location, specific needs or languages spoken — and communicating directly with those groups. Simply put, our services are more impactful when our audiences are understood.
Don’t forget a core set of customers that you interact with every day: Your agency’s employees.
Instagram scored the highest customer satisfaction rating of the 10 digital and nondigital channels we studied. The telephone scored the lowest. What about the eight in between?
Collaboration is increasingly a model for customer service, product development, and service enhancement.
Here is a recap of some of our posts on leadership and customer service in government.