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 »
Summer months bring with them the start of vacation season, which means lots of people will be out of the office. Here’s one thing you can do right now to improve service quality. Update out of office messages on the phone and set up the auto-reply on email. It continues to surprise me how oftenRead… Read more »
I’ve been busily working away creating training plans for lots of government clients. Government organizations are really interested in “bite-sized” trainings because they are unable to pull staff off the phones or counters for full-day traditional training. So I thought I’d share part of one of the new 20-Minute Refresher Modules with you. Please feelRead… Read more »
Ever wonder what the right way is to offer a praise statement, or wish for help coaching someone who needs to correct an unwanted behavior? Check out these quick tips in the Winter Issue of “The CSA Edge.” Tips for effective coaching “The CSA Edge” Winter Issue. http://ning.it/xlplED
Are you making a great impression with emails? Emails are one of the top three, and sometimes in the top two, ways governments communicate with their clientele. Emails play a key role in creating a great customer experience and are pivotal in providing quick information that is technically accurate. Here are some easy things youRead… Read more »
What is a reputation? It’s basically a preconceived expectation of behaviors based on previous direct experience and indirect assumptions. What is the reputation of your favorite restaurant, how about your doctor, or the last place you decided never to go back to? Every person you come into contact with every day is forming an impressionRead… Read more »
Picture great service as a three-legged bar stool. Your customer is sitting on top. What happens if one of the legs isn’t strong, or is flat out broken? That’s right, the customer falls off the stool and has a bad experience. Each of the elements represented by the bar stool can be given its ownRead… Read more »
Just responded to a great post from the Citizen Engagement Group. What has worked for you? Please share. https://www.govloop.com/group/citizenengagement/forum/topics/getting-the-discussion-going
Excellent service is important to all of us. It measures our success as professionals. It certainly influences our decision to be a customer. So how do we make sure it’s happening when each person could have a different interpretation of what “great customer service” actually means? You’ve all heard me talk about The Six EssentialRead… Read more »
Of the organizations that have written expectations and standard operating procedures for contacting customers (which most don’t), the vast majority focus only on full-time permanent staff. This is a BIG hole in the impressions you make on your customers. Volunteers, part-time, and seasonal people represent your organization too. They form just as much of anRead… Read more »