Copy of ESP Chapter 16 - Questions - Sheet1 Flashcards
ffective Supervisory Practices
quality customer service is defined as
meeting or exceeding customer expectations
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quality customer service has 3 questions
who are my customers, what are their expectations, how can I meet/exceed them
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customers
people who pay to receive goods and services
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everyone you come in contact with is a
customer
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2 categories of customers
internal and external
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do citizens have choice about their service
Yes - they can move or vote
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what is used to define customer service
service standards
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ensure there is match between service standards and
customer satisfaction levels
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moment of truth
when customer service is put to the test
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employees are __ who represent local government
ambassadors
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positive customer impressions create
public support
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4 broad aspects of customer service
interpersonal comm, professionalism, work environment, org comm and culture
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ensure service is
prompt, effective, efficient, courteous
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make each encounter
positive
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emails can’t communicate
tone - easily misunderstood
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language in written messages should be
clear, simple, direct
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when you’ve exhausted all customer service techniques
ask for help
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__ is most obvious sign of professionalism
appearance
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courtesy incudes
scheduling, notifications, announcements
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poorly handled questions lead to
complaints
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__ and complaints should be thought of together
questions
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__ is a signal something is wrong
complaints
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complaints should be considered as
a gift - chance to improve service/reputation
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complaint is an opportunity to
learn about customer expectations and educate citizens about service
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phone ringing rule
phone picked up in certain time (usually 3rd ring)
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work environment is
everything associated with the work area
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poorly organized work environment creates
inefficiency
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pleasant work environment can improve
morale and productivity
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identity of government comes from
way employees think and feel about it
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reduce gossip by
sharing accurate into
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sharing accurate and useful info about government is __ job
every employees
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does effort to improve customer service ever stop
no - continuous process
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customer satisfaction surveys
short questionnaire - how citizens feel about quality of work
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think of every interaction with a customer as
moment of truth
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match service standards to
expectatins
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complaints are
learning opportunities
