At the game I went to the concession stand for some snacks and drinks, to be greeted by a long, slow-moving line. While the second quarter evaporated and the line inched forward, I looked at the hot dog stand operations to see why there was such a delay. Here’s some highlights: 8 enthusiastic people –Read… Read more »
As the D.C. business community is dealing with many challenges these days, it is always good to keep all of your customer service capabilities as sharp as possible. With fewer dollars to chase, the competition is getting very stiff and contractors need to embrace new ideas for keeping government customers happy. I recently had theRead… Read more »
Photo credit: Luis Gomez Photos Yesterday, I had the pleasure of meeting two young entrepreneurs–the co-founders of the super-hip, new event crowdfunding startup, EventStir. Afghani-born Sajad explained to me how he met his business partner Andrew, at Startup Weekend DC. The event is a 54-hour race against the clock to launch a business in oneRead… Read more »
Providing the highest level of customer service is paramount for any industry. For the federal government – whether it’s the I.R.S or the Department of Veterans Affairs – a diverse audience of citizens, military personnel and other government employees make the requirements of good customer service more complex than in other businesses. A new bipartisanRead… Read more »
The ratio between government employees to the number of people the government serves is like a Bazillion to one. If every customer of government called just to say good morning, the entire telecommunications grid would crash – or at least that’s the way it feels sometimes. Governments are increasingly turning to write-once / answer-many technologiesRead… Read more »
The internet is an amazing advancement in our do-it-yourself world. We all love being able to go to Amazon or Google or a government website and get it done ourselves, without human intervention. When we go into a store, we don’t like that salesperson who asks, “Can I help you?” We don’t want anyone toRead… Read more »
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 »
As government agencies are continually under the microscope when it comes to the most effective use of taxpayer dollars, it is critical to make sure that all marketing efforts are targeted and offer the most ROI. The editorial team of FedConnects recently connected with Robert Derby, Senior Vice President, Branding and Marketing Communications at SageRead… Read more »
Organizations get feedback from a number of sources – email, social media, word of mouth, even from other employees. There is a strong tenancy to jump into action when a complaint is registered – all in the name of customer service. The urgency and energy spent to respond is almost obsessive in nature – weRead… Read more »
Women veterans are a quickly growing group, with 20% of all new military recruits being female. Recognizing this, the Department of Veterans Affairs is making strides to better serve these returning warriors. Service to America Medal finalist Dr. Patricia Hayes, chief consultant for the Women Veterans Health Strategic HealthCare Group at the VA, spoke withRead… Read more »