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Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

Find a Connection Point – Part 1: Personal Connection - 9/27/22


Some people are born almost like a master at communication.  They know how to establish rapport with just about anybody, and they do so in a way that seems so natural and so real.  They can form relationships and be laughing with somebody they met two minutes ago like Read more

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Customer Service – Look Internally to Ensure Satisfying Externally

Posted on in Business Advice, Government Please leave a comment

With the proliferation of relatively inexpensive online customer satisfaction survey solutions (at least for web-based surveys), there has thankfully been more of a tendency for organizations to ask customers about their experiences. This first-hand feedback can be very helpful for businesses in understanding customer perceptions and preferences.

But organizations can’t be so focused on just getting feedback from customers (those external to the organization) that they ignore many of the internal measures of operations that drive the customer’s (dis)satisfaction.

In the article City, county teaming up to speed land-use permits, Fort Wayne and Allen County governments were recognized for working well together on a new online land-use permitting system. According to the article, “The system will allow developers to track their projects online. It will also help city and county employees track their performance and understand where in the process applications are getting stalled. The system will chart a permit’s progress from department to department. If it is held up too long in one department, the system will red-flag it, and a computer-generated letter will be sent to the applicant.”

The system was developed – in part – to improve customer service. And a large part of that improvement will be driven by the organization looking at internal performance reports that are impacting speed of service processes for external customers.

When you review your customer satisfaction/service performance metrics, think beyond those surveys that customers complete. To truly improve customer service, you have to have effective measures of internal operational performance that impacts service delivery to customers.

Look internally to ensure you’re satisfying externally.

Interested in improving your organization’s customer service? See our other blog posts at: http://serviceadvice.cssamerica.com/category/government/

Learn about our CSS Government services at: http://cssamerica.com/cssgovt.htm