Complex processes are a major pain point in delivering good customer service. Navigating citizenship and immigration services is extremely complicated. Learn how USCIS is using a virtual assistant to help ease this customer service pain point.
Personas do take some time to develop, but time spent thinking about your end customer is definitely time well spent.
10 steps you can take to better serve federal customers and support your agency’s mission every day.
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.
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.
Don’t forget a core set of customers that you interact with every day: Your agency’s employees.
Instagram scored the highest customer satisfaction rating of the 10 digital and nondigital channels we studied. The telephone scored the lowest. What about the eight in between?
Collaboration is increasingly a model for customer service, product development, and service enhancement.
Here is a recap of some of our posts on leadership and customer service in government.
This blog post is an excerpt from our recent Information Perspective, “Achieving Customer Service in the Real World.” To download the full research brief, click here. Rapidly expanding technology has changed expectations of customer service in the public sector. Citizens, and other government customers want to be able to see how their tax dollars areRead… Read more »