Post Highlights GovLoop is celebrating Customer Service Week October 1-5 Stay Tuned for GovLoop blogs, forums, discussions and our daily newsletter all Customer Service Related Blog post highlights some of GovLoop’s Customer Service Resources National Customer Service week is October 1-5. Every year, the first week in October National Customer Service Week is celebrated. SinceRead… Read more »
At the game I went to the concession stand for some snacks and drinks, to be greeted by a long, slow-moving line. While the second quarter evaporated and the line inched forward, I looked at the hot dog stand operations to see why there was such a delay. Here’s some highlights: 8 enthusiastic people –Read… Read more »
As the D.C. business community is dealing with many challenges these days, it is always good to keep all of your customer service capabilities as sharp as possible. With fewer dollars to chase, the competition is getting very stiff and contractors need to embrace new ideas for keeping government customers happy. I recently had theRead… Read more »
here was a time when incumbent contractors had the luxury of assuming they would win a re-compete. This mindset was often founded upon the organic, year-over-year growth that had become common over the past 10 years. Unfortunately, contractors no longer have the luxury of basing their business development strategies on assumptions. Just because a governmentRead… Read more »
Providing the highest level of customer service is paramount for any industry. For the federal government – whether it’s the I.R.S or the Department of Veterans Affairs – a diverse audience of citizens, military personnel and other government employees make the requirements of good customer service more complex than in other businesses. A new bipartisanRead… Read more »
The ratio between government employees to the number of people the government serves is like a Bazillion to one. If every customer of government called just to say good morning, the entire telecommunications grid would crash – or at least that’s the way it feels sometimes. Governments are increasingly turning to write-once / answer-many technologiesRead… Read more »
The internet is an amazing advancement in our do-it-yourself world. We all love being able to go to Amazon or Google or a government website and get it done ourselves, without human intervention. When we go into a store, we don’t like that salesperson who asks, “Can I help you?” We don’t want anyone toRead… Read more »
This was originally written as a response to a discussion started by Amy DeWolf in the Citizen Engagement group, and I realized I had not yet posted this information as an independent post. Thanks for bringing this up, Amy, and here’s the information to share. Customer service isn’t only about being friendly. If you areRead… Read more »
Organizations get feedback from a number of sources – email, social media, word of mouth, even from other employees. There is a strong tenancy to jump into action when a complaint is registered – all in the name of customer service. The urgency and energy spent to respond is almost obsessive in nature – weRead… Read more »
This morning I attended GovLoop’s “Re-Imagining Customer Service in Government” conversation and was pleasantly surprised to hear about some of the successes agencies are having addressing President Obama’s April 2011 Executive Order 13571 – “Streamlining Service Delivery and Improving Customer Service“. Chris Dorobek moderated the hour long session which included the following expert facilitators: JoeyRead… Read more »