Agile Bureacracy – Post from “The Public Manager”
Agile Bureaucracy: Improving Service in Government http://ning.it/jXBWgo
Posts By Wendi Pomerance Brick
Executive Order – Improving Service
https://www.govloop.com/group/citizenengagement/forum/topic/show?id=1154385%3ATopic%3A1394155&xg_source=msg A new Executive Order to improve customer satisfaction was issued yesterday. This is great news – for our customers and for ourselves! Not only will this improve access to accurate and prompt information for our customers, it’ll make our jobs as internal customers easy too! When we talk about improving service, lots of peopleRead… Read more »
How can an Agency improve if they alread think they are perfect?
https://www.govloop.com/group/customerserviceingovernment/forum/topics/how-can-an-agency-improve-if Please check at this post from the Customer Service in Government Group. How would you solve this problem?
“What would Google Do?” to create better managers
Most organizations promote people based on technical knowledge, seniority, etc. They almost never (at least in my experience) provide training or assessment for new managers on how to manage properly. Managing people effectively is a unique skill set, and often doesn’t require that a manager have the in-depth technical knowledge of the team. If theRead… Read more »
Putting Lipstick On A Rock
Thanks, Gabriela, for the commment on the previous post. I started to answer, and then realized this was turning into a post of its own. It’s extremely important when implementing egov solutions to ensure the implementation will have a customer focused result. Over the last 21 years, I’ve been involved in many egov solutions, andRead… Read more »
What do THEY want?
You and I have both had experiences where we see an employee role their eyes when their phone rings or when a customer is at the counter for assistance. “What do they want?” is what they are thinking, and sometimes even what they say aloud. It’s easy, and perfectly natural, to get frustrated when youRead… Read more »
Have to Say “NO” to a customer? Try these tips
The main reason why “Customer Satisfaction” in public organizations is so difficult is because we have to sometimes say “no.” That is why I would argue that customer satisfaction is not the goal at all, and that good customer service doesn’t always result in a customer getting what they want. Our goal has to beRead… Read more »
Working with Upset Customers? Turn down the H.E.A.T.
“When I have an angry customer, I just put the phone down on my desk and walk away. By the time I get back, they are either calm, or they hung up. Problem Solved.” I really did have a student in one of my classes make that statement. I’ve heard a lot of odd perceptionsRead… Read more »
Two Pennies
Many years ago I observed an interaction where an irate customer was telling a government employee that he paid his salary and he demanded he get what he wanted. The government employee listened quietly and then reached into his pocket and pulled out two pennies. He slid the pennies across the counter and told theRead… Read more »
Help your Team help your customers. Service is more stressful during the Holidays
The holiday season is upon us! For some of us, this is a happy time of year. For others, it is an especially stressful time of year. And it is always a very busy time of year. Keep yourself well-prepared for what this season brings with these helpful tips. Keep your expectations for the holidayRead… Read more »