People remember local government interactions for two primary reasons: they had a great experience, or they had a terrible one. But how do you foster a customer service mindset?
Does customer service matter in your local gov? It matters to citizens. We interview two experts in local government public service to find out how they organize customer service improvement efforts. Our first guest, Cory Fleming, directs ICMA’s 311/CRM consulting services, where she provides contract services to local governments implementing centralized customer service systems. Our second guest, James Sullivan, is a public sector consultant and 311 advocate who helps organizations plan customer service strategies based on what their constituents need.
If you're looking for advice on developing a customer service mindset in your local gov, this episode is for you.
Webinar: Building Customer Service into Local Government (for purchase)
ICMA’s vision is to be the leading association of local government professionals dedicated to creating and supporting thriving communities throughout the world. We do this by working with our more than 12,000 members to identify and speed the adoption of leading local government practices to improve the lives of residents. ICMA offers membership, professional development programs, research, publications, data and information, technical assistance, and training to thousands of city, town, and county chief administrative officers, their staffs, and other organizations throughout the world. Find out more about ICMA, and the profession, at our website: http://www.icma.org
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