Get Serious About Customer Service: Best Practices for Implementing the Customer Service Initiative in Your Agency

On-Demand Webinar

NOTE: Large files will take more time to download

• Webinar recording: Get Serious About Customer Service (WMV, 62 MB, 90 minutes, October 2011)
• Presentation slides: Get Serious About Customer Service (PDF, 3.9 MB, 20 pages, October 2011)
• Transcript: Get Serious About Customer Service (PDF, 53 KB, 15 pages, October 2011)

Description

In April, the President signed Executive Order 13571—Streamlining Service Delivery and Improving Customer Service. This requires federal agencies take specific steps to strengthen customer service and information on federal .gov websites. More specifically each agency will develop, in consultation with the Office of Management and Budget (OMB), a Customer Service Plan to address how the agency will provide services that seek to streamline service delivery and improve the experience of its customer. The State of Georgia has a Customer Service Initiative that started with a bold goal. Join us during this webinar to learn how certain skills, attitudes, and behavior contribute to delivering exceptional customer service.

The State of Georgia’s Customer Service Initiative engages all state government employees in improving service to citizens through a three-pronged strategy for becoming faster (speeding up services), friendlier (developing a customer-focused culture), and easier (arranging all state call centers in conformity with industry standards). In this webinar, Joe Doyle, Commissioner of the State Personnel Administration of Georgia, will discuss ways you can implement this in your agency and give examples of success from their state.

What You'll Learn

• How to implement great customer service from the inside out
• Best practices for implementing and creating a customer service culture
• How to build internal and external relationships

Content Lead: DigitalGov University Team
Page Reviewed/Updated: May 14, 2012