There are some industries that get a bad rap when it comes to providing good customer service. Government is one of them and there are lots of stories of mediocre or lousy service that are true. But as with all assumptions, typecasts and rules, none are true 100% of the time.
I recently took one more step towards publishing my book ‘Customer Service from the Inside Out’. I am going the self-publishing route and while creating my account with a self-publishing provider, it turned out that what I thought was my ISBN number was in fact my publisher number. When I tried to log into my CISS account to create the ISBN, I’d forgotten my password. As per the instructions, I emailed a request for a password reset.
The next morning, I opened my email to a very friendly reply, with reset information and very detailed instructions on how to create a new ISBN. It was very apparent that the people who worked in this department had received numerous requests from customers who had trouble completing the process and took steps to fix that.
When I work with companies to help them develop their customer service strategies, some of the questions we work on answering are:
- What could go wrong right here?
- How could our customers/members/patients be confused or disappointed?
- Can we answer their questions before they ask?
- What do we know we assume our customers know?
- What can we do to make this less confusing or easier for our customer?
This government department asked those questions and eliminated my frustrations before they happened (which was all the more apparent when I saw the form!).
Walk through your business and ask “What could go wrong here and what can we do to make sure it never happens or make it less painful for our customer if it does happen?