In the article Obama Calls for ‘Customer Service’ Improvements in Federal Agencies, it’s noted how the President signed an Executive Order “mandating that each agency consult with OMB to develop a plan within 180 days to improve the user experience of its customers.” At least some component of the plan involves leveraging technology for customer service improvements.
Now we could delve into the political reasons for a President addressing customer service, but that’s not the focus of this post. The focus here is what we can learn from their approach.
The government is typically not an early adopter of new business trends and technology, but the article points out that the benefit of that is that it can look at what’s worked (best practices) and what hasn’t worked in private industry to learn from the outcomes of others. So this is Lesson One – don’t rely on your own smarts when there are probably others (in similar industries or situations) who may have already blazed a trail, identified what works and what does. Find best practice organizations and learn from them.
Much of the Federal Government’s initiatives are focused on internally sharing information on the customer (i.e., you and me), becoming more integrated from a data-standpoint to become more efficient internally and consistent and responsive externally. This is Lesson Two. At some point, you have to look at all the systems, all that data that you have organizationally that relates to your customer and make sure it’s shared internally, easily accessible internally, fresh and accurate. You have to see a common picture of your customer no matter where you are in the organization.
Find best practices from others, and find a way to have all the siloed pieces of your organization sharing what they know about your customer. It can improve efficiencies, quality, and – oh yeah – customer service.
Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/
Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/