Improving Service With Citizen Personas
Personas do take some time to develop, but time spent thinking about your end customer is definitely time well spent.
Posts Tagged: Customer Service
10 Rules that Federal Communicators Need to Remember
10 steps you can take to better serve federal customers and support your agency’s mission every day.
Is the Next Generation of Government Citizen Services in Chat Bots?
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.
This One Trick Will Help You Better Define Your Customer
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.
Your Employees are Your Customers, Too
Don’t forget a core set of customers that you interact with every day: Your agency’s employees.
The Public Is Still Skeptical Of Federal Digital Customer Experience
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?
Talking With Your Customers, Not At Them
Collaboration is increasingly a model for customer service, product development, and service enhancement.
Lessons That Will Always Remain Important
Here is a recap of some of our posts on leadership and customer service in government.
Achieving Customer Service in the Real World
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 »
I Can’t Get No Satisfaction
It all starts in the workplace. With engagement scores at rock bottom throughout the federal government, it is clear that we are not serving our second line customers who happen to be our colleagues very well. This malaise spills over into our interactions with our first line customers.