We as consumers are tuned to demand good customer service
from product vendors we deal with. Yet never seem to expect the same from our
government and municipal bodies. We resign with an attitude that ‘this can
never change’. This sentiment holds true across the world. We always seem to
expect a lower standard from our government bodies. When we go to pay our
utilities bill or enquire or complain, the response is far from satisfactory. Generally,
having several contact points or multiple locations offering government service
may cause a barrier to efficient service delivery for citizens. As a result, service delivery strategies that
worked in the past need to evolve to reflect changes in attitudes and
expectations of customers. So why aren’t we demanding better service? And more
importantly are our elected bodies looking for solutions?
The city of Oshawa in Canada is an exemplary example of a city that made customer service a priority. The city hired RBosch Consulting to execute this impressive plan. A study was initiated through interviews with the Mayor, city councilors and a Working Committee instituted for this purpose. Using data from these interviews, RBosch designed a set of guiding principles which define Oshawa’s customer service. They identified opportunities for service improvements and finally delivered a roadmap for them. Goals were drawn up which would be assessed time to time and a plan for a Contact Center implementation was also put into place to enable a centralized service delivery mechanism.
Many elements came together for the city of Oshawa to get it right. The critical success factors for this ambitious project were:
- Senior Management and Political Support
- Adequate Resources
- Staff Buy in and Communication
- Clear Vision
- Enabling Technology
The above points are important for any customer service
strategy implementation irrespective of the scale and scope of the project.
This initiative by the city of Oshawa isn’t unique because it is a city municipal
body realizing the importance of good customer service, it is because when
expectations are low on that parameter, they still went ahead and executed a
strategy that can only improve customer satisfaction and goodwill in the long
run. That is true vision, something many service and product vendors need to
learn.
So why is customer service not as important a priority for
companies jostling for market share and mind share today?
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