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Top : Customer Service - Government and Public Sector : Page 2: Government and public sector organizations need to view customer service differently than for-profit organizations. Learn the importance of effective customer service in the public sector from these resources.
Articles:
Customer service in government: not like selling burgers -- Federal Computer Week - by Alice LipowiczChronicles the lessons government agencies are learning as they step up their efforts to reach out to customers. Highlights the Obama executive order of April, 2011 new (Added: 12-Jan-2012 Hits: 0 )
Government solutions - Some Poll Results On Government Websites - by na
In 2007, we carried out a Customer Carewords poll of hundreds of government web professionals in the United States, New Zealand and Canada. Out of a list of 22 phrases that described potential experiences of government websites, participants were asked to choose the top three words/phrases that best described their experience of government websites. The top three phrases from Canadian government web professionals, with 38 percent of the vote, were: Organization-centric; Confusing; Too many websites. new (Added: 12-Jan-2012 Hits: 0 )
How Government Contact Centers Can Improve Customer Service | White Paper from Inova Solutions. - by Tom Hubbard
"After years of lagging behind, government agencies are now expected to provide the same level of service as their private-sector counterparts. Can they catch up?", asks Christopher Musico, Assistant Editor of CRM Magazine. Musico highlights what industry insiders have known for years – that government agencies are sometimes slow to adopt new technologies and processes that would help them provide the customer service that citizens have come to expect.""According to the Contact Center Satisfaction Index, government agencies scored lower than commercial industries in terms of customer satisfaction, with state and local agencies and Medicare/Medicaid contact centers ranking lowest. In their defense, government-run contact centers have to cope with miles of red tape that would make the private sector cringe. Since their operations are taxpayer-funded, they must justify every expense and often can't afford to take risks. New technology investments must meet the strictest standard of ROI and overall effectiveness. (Added: 17-Aug-2011 Hits: 111 )
How do you want to access government services? | The Citizens%u2019 Voice Blog - by BC
British Columbia has its citizen's blog and asks residents various questions about the service they want. Except, it's closed, and no indication of findings. This stage of the Citizen Consultation is now finished. Our next steps are to review all of the recommendations and suggestions you made. Thanks again for your contribution. new (Added: 12-Jan-2012 Hits: 0 )
Customer Service Standards - by Rockville City Government
In 1999 the city of Rockville, Maryland set out to develop a set of standards related to providing high quality customer service to taxpayers and citizens. Here are the results. An ideal model if your government agency wants to develop similar standards. pop (Added: 7-Oct-2004 Hits: 2902 )
Local government blazes the trail in public sector CRM - by Eugene Lacey
Town hall switchboards are notorious for being unhelpful. But now several boroughs are deploying CRM systems to improve enquiry handling and services on offer to local residents. (Added: 24-Oct-2004 Hits: 1648 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Amazon Reviews Verified By Amazon
Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.