Chapter 16: Quality Customer Service Flashcards
____ have higher expectations for their public agencies today than in the past.
Citizens
____ is often defined as meeting or exceeding customer expectations.
Quality customer service
____ service isn’t good enough.
Good
____ are people who pay to receive goods or services.
Customers
____ are considered local government customers because they pay for the services that their government delivers.
Citizens
Your customers are either ____ or ____.
internal
____ customers include citizens, visitors, business owners, developers, and civic leaders.
External
____ customers include co-workers, your supervisor, executives, and elected officials.
Internal
People expect a level of service that is so good it is worth telling others about- service that is ____.
exceptional
All local government employees are ____ who represent their government to its citizens.
ambassadors
____ customer service revolves around the golden rule: treat others the way you want to be treated yourself.
Exceptional
As a supervisor, it is critical that you set the example by treating al internal and external customers with courtesy, respect and ____.
professionalism
Providing ____ means that your are accessible and responsive.
exceptional customer service
As a supervisor, you should make sure your immediate workplace is professional, clean and ____ to customers.
welcoming
____ is also important in a service vehicle.
Neatness
Common ____ is a measure of professionalism and good service.
courtesy
____ also involves being considerate by keeping customers informed about government actions that will affect them.
Courtesy
____ is an important part of first impressions.
Appearance
First impression feed ____.
expectations
An essential part of providing customer service is being able to communicate clearly, correctly , and ____.
politely
____ involves not only how you speak but also your expressions and body language.
Communication
____ makes it easy to interact with your customers and provide service to them.
Technology
Some local governments engage private firms that send out “____” to rate the quality of service they receive.
mystery shoppers
____ are especially important because they are signals that something is wrong.
Complaints
Some organizations consider complaints “____” because they provide useful information about how to provide better service and can improve the government’s reputation among citizens.
gifts
Constantly looking for better and more cost-effective ways of getting the job done is ____.
continuous improvement
