Posts Tagged: Customer Service

How To Do Customer Service Right

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

Is the Next Generation of Government Citizen Services in Chat Bots?

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.

This One Trick Will Help You Better Define Your Customer

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.