Tag Archive: government

Jan
26

The “Payoff” For Government Managers Helping Staff Provide Better Customer Service

Apart from the benefits for one’s department or branch, that come from improving customer service, there’s a more selfish reason for managers to play more of an active part in helping staff provide better customer service to citizens. And it’s a hard core, practical reason, that particularly applies to the public sector. It’s About Time …

Continue reading »

Jan
25

Dealing With Customer Service Interactions When There’s An Audience (Book Excerpt)

The following is a brief excerpt taken from The Defusing Hostile Customers Workbook For The Public Sector. It addresses situations where there is an audience  – other people either watching the interaction, or people accompanying the prime customer. In both cases an audience can increase the difficulty in addressing customer concerns. Introduction To Audience Effects …

Continue reading »

Jan
19

Poll: Do you want your tax dollars spent on training government staff on social media?

The General Service Agency (GSA) of the US Federal government has announced pilot training program for government employees to learn social media. The twelve week course, consisting of 1.5 hour sessions will cover the following topics: The readings cover four topics: communities; information; moving from information to action; and the capacities and limitations of social …

Continue reading »

Jan
11

Customer Service In Government Discussion Group

The Customer Service In Government Discussion Group is hosted on govloop.com, and was created by former government employee, Wendi Pomerance Brick. As with many groups on govloop, participants may be currently in government, but are often there for business exposure, or simply never have worked in government. Sometimes it shows, but there’s no question that …

Continue reading »

Jan
11

Customer Service In Government Website Launched

I’ve wanted to create a website for government employees, or those interested in government issues, for at least ten years, but somehow never got around to it. The recent American push (by President Obama) to improve service offered by government, plus my own desire to refocus my training and consulting work on the public sector …

Continue reading »