From the course: Leading in Government

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Leading the continuous improvement of customer service

Leading the continuous improvement of customer service

From the course: Leading in Government

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Leading the continuous improvement of customer service

- Have you ever been denied at what the government service you received? Well, at McKinsey Center for Government Survey found that the issues that frustrates citizens are solvable, and the frustrations mostly revolve around the way services are provided rather than the services themselves. Customer service delivered the right way makes work better for employees and can greatly improve the standard of living in communities. So the question is, how can you help your team continually improve the way you serve your customers? You need to know and listen to your customers. Integrate surveys for internal and external customers into your product or service. Collect feedback using email, websites or online forms that appear during transactions. Don't forget follow-up phone calls or emails and comment cards. Or you can go old school with anonymous suggestion boxes, virtual or physical. No matter what method you use, collect data like the time required to provide the product or service and…

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