Take 5 minutes and help us, help you. Take the GovLoop Customer Service in Government Survey. Survey Link I’m conducting a research study on “Re-Imagining Customer Service in Government.” Our study hopes to understand current trends in government customer service and opportunities for improvement.The results of this survey will be used to create a GovLoopRead… Read more »
The VIP fridge magnet, standing for Very Important Pizza, can be synced to smartphones so customers can complete their order through bluetooth. Once your preferred type of pizza is set up, by simply pushing the magnet your order will be electronically submitted and delivered. Only one pizzeria in Dubai is set up to do thisRead… Read more »
Funny, isn’t it? The name of the township’s also part of song–but probably wasn’t the real place when the song was written, although it could have been. It’s real now. For Department of Motor Vehicles (DMV) matters many drivers I know do their best to avoid this particular branch. I remember a song now, “ARead… Read more »
Banking customer service start off on the phone with a dirge of automatic services to frustrate you long enough to want to hang up and start all over again, this time with a live person asking the same questions. No, it’s not a Fairy Tale. It’s more like a rave about bad customer service, whyRead… Read more »
In addition to local governments, I also do a bit of work with small businesses helping with their communications and social media outreach. Just last week, two unrelated businesses dealt with the same issue, the grumpy customer. Business A sells finished industrial products and is in its third generation. They are considered experts in theirRead… Read more »
Have you ever wanted to solve a problem, be heard, or make a suggestion but instead you made wrong, put down, and not listened to? We all have, and I see this happen in government far to often. A similar experience happened to me today, not in government, but the lesson still apply… Cross postedRead… Read more »
We get so busy in our work that we sometimes lose sight of those basic principles that are the foundation of great customer service. So every once in a while, it’s good to go back to those roots…to sit down and reflect and make sure you’re really using your time to do what’s important forRead… Read more »
This morning I attended the 2012 Government Customer Satisfaction Forum: Annual Results for the Federal Government, the event was sponsored by Federal Consulting Group and the National Business Center (DOI). Here was the agenda for the conference, followed by my quick notes and insights for the presentation: Keynote Speaker: Ron Raborg, Deputy Commissioner for QualityRead… Read more »
Some would say the answer is obvious. But it’s always worth remembering that processes seemingly designed to frustrate the customer are not limited by sector or organisation. Here’s a tale of convoluted customer service with rather a surprising punchline. Though here is another, more seasonal, story which shows another approach altogether. Original post
Last Thursday (11/17), GovLoop and RightNow hosted a training webinar on “Government Customer Service Mandate – Are we better off?”. During the training we discussed the lessons learned from building agency customer service plans and took a look at the future of government customer service. Below please find key resources related to the training session:Read… Read more »