As a customer I expect to be provided with appropriate information and explanations. When I walk in to renew my licence, I expect to be treated politely and efficiently. Whether we are talking about a government office or a retail establishment the customer operates within the constraints and rules. The ultimate issue for government with respect to customers is this: Regardless of whether we provide services, products or regulate and apply laws, how can we HELP customers?
This is easier with services and products and not so easy for regulation and law application. What we need is a mind-set shift. Where are we and where do we need to go? The traditional approach to regulation and enforcement is that the mandate is to ensure that people comply with the relevant regulation and enforcement. If we focus only on that we reduce those that we regulate to adversaries, non-customers who we must control or manipulate.
Recently I had the opportunity to speak at a government conference in Reno, for a substantial speaking fee. That meant crossing the border. At the airport I was interviewed by a U. Now there are two ways the immigration official could think of me. He could consider me an adversary; someone he needed to do something to keep me out , because the law is the law.
The problem with it is that it IS adversarial, and would give him licence to play the hard- nosed government regulator; the bureaucrat who need not give me any additional information or help. He could simply say no, and send me back home. That would be his right. A different mindset, placing me in the position of customer who could be helped would lead to something slightly different. If the immigration official were to help me, what would it look like? He would attempt to make sure that in future, I would be prepared properly.
He would give me information that would help me comply with the immigration rules. He would work with me to see if there was any way that I could be legally admitted, rather than dismiss me out of hand. But note also that it means working with me to help.
Actually I got in…he found some way of allowing that. Save my name, email, and website in this browser for the next time I comment. Notify me when new comments are added. Get great discounts today! Get the secrets to CX success plus tips on how to deal with common roadblocks and how to use maturity modeling to know where to focus your attention.
Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.
Customers expect an effortless, connected experience. Business leaders want to see a return from CX investments. Learn how successfully optimizing and connecting service processes to provide a superior customer experience can be the foundation for continued CX momentum and executive support.
Stop Blaming the Help. Step into the branch of the future. Improving Customer Service Dedicated to improving customer service, and customer service strategies for business. We believe in a lean, information packed user experience.
We limit the use of graphics and stress quality content. Our product and service descriptions are free of overblown claims, and selling. Defusing Difficult Government Customers Seminar: Philosophy We believe in a lean, information packed user experience. Get in Touch Phone: We've trained thousands of public sector employees to deal effectively with even the toughest interactions with customers, and those that fall under the government's regulatory perview.
Our seminars are all custom designed, include a needs assessment, and are available in multiple lengths. Learn more about the customer service for government seminars we offer. Our "seminar in a book", The Defusing Hostile Customers Workbook , For The Public Sector is a great office reference or option if our live seminars are not possible or practical.
Jun 13, · When I first started working in the public sector, "customer service" was being touted as the key to improve how government can improve. If .
Public sector service is different than customer service in the private sector. This interactive training course / workshop / seminar / program addresses best practice giving great government service.
Customer service in government has some similarities to how it's done in the private sector, but it also comes with unique challenges specific to the public sector. You can't just "copy" the methods used outside of government and expect the goals of government and citizenry to be served. Public Sector Customer Service is a unique challenge with managers asked to continually improve service delivery against the backdrop of diminishing resources.
Firstly, low level of customer service in public sector organisations may result in willingness of customers to complain about the standard of service they had received, and this in turn will result in extra expenses for both, government and customer, in the forms of lost time, all the possible applications, phone calls, travelling, and even court proceedings involved. In a drive to improve customer service, earlier this year the UK government launched the Customer Service Excellence (CSE) standard. Neil Davey explores what impact it is having in the public sector - and what the private sector can learn from it.