I'm On It.
Tips for Responsive Service
- Follow up on feedback. Employees at the Dept. of Community Affairs developed a Customer Service Management System to track and manage customer feedback received through DCA's Web site. Staff members respond to each question or comment within three business days. (Pictured: Raymond Noel, Carmen Soto-Saladin and Tommy Byrd.)
- Your coworkers are customers, too. "Think of what they need from you, or how their work is affected by your work," says William T. Murray at the University of Georgia Libraries. "By doing more, doing better and doing faster, you are helping them do more, do better, do faster. That's what teamwork is all about. It adds up, and will improve the effectiveness of your agency."
Here are five more ways to show customers: "I'm on it."
- Abide by the "sunset rule." Return all emails and phone calls before you leave for the day. When you're out, always activate your "Out of Office" auto-response and update your voice mail greeting.
- Share the sense of urgency. Customers want to feel that their needs really are important to you. Imagine how you'd want to be helped if you were in a similar situation. Act as quickly as you can.
- Be prepared. The Boy Scouts' motto rings true for responsiveness. Anticipate customer needs and have the proper resources and information ready for a speedy response.
- Under-promise and over-deliver. To create a truly exceptional service experience, do more than what you say you'll do, and do it faster.
- Stay in constant contact. When you can't resolve an issue immediately, reassure customers that you're actively working on it. Contact them frequently to provide status updates and manage expectations.
FUN FACT: Got a customer with a complaint? If you can resolve their needs on the spot, research shows that 95% of them will want to work with your organization again. They may also ask for you personally!
Do you have additional tips for responsive service? Click here to share them!
Banking & Finance Is On It!
Irene Harper and Bob Bauguss at the Dept. of Banking & Finance received rave reviews from a mortgage-lending CEO, who wrote to DBF Commissioner Rob Braswell, "I have never run into a state that handles themselves with as much efficiency and class as your group."
Irene and Bob offer these tips for impressive, responsive service:
Irene: "When a customer calls, I listen to what they are asking so that I will be able to understand their question and respond in a way that allows them to understand my answer without being confused after our conversation. I win their confidence by treating them like old friends I have not heard from in a long time."
Bob: "Since our licensees are our external customers, I always try to be responsive to their needs. Although we regulate compliance, licensees depend on us for guidance in the day-to-day operations of their businesses. Therefore, I always try to put forth a human side to my responses. Our licensees are business people trying to earn a living and if I can help them succeed at this, I feel better."
DBHDD Goes "Red" for Responsive
Employees at the Dept. of Behavioral Health & Developmental Disabilities (DBHDD) are responding to their customers' needs in style. On Tuesday, Feb. 16, employees department-wide wore red clothing and accessories to express their support for exceptional customer service.
"DBHDD believes that wearing RED on that day demonstrates that DBHDD is not only a performance-driven organization but is an organization whose mission is attained through participation and collaboration," said Customer Service Champion Benita Sanders.
Pictured: Beverly Rollins, Stephen Dominy, Benita Sanders, Commissioner Frank E. Shelp, Pat Miller, Denise McClain and Jacqueline Rice.
Responsive Poster
Thank-You Card
