Have you been hearing the terms “Customer Experience” or “CX” a lot lately? Maybe you’re wondering how they relate to customer service, or maybe you want to learn more about CX and how it can help your customers. Whether you directly interact with customers, support front line employees, or manage program operations, your work has an impact on your agency’s customers. And it’s very important that excellent customer service be at the forefront in the federal government because we impact so many lives.
Customers are not the only group with whom we need to effectively communicate as we work to improve our quality of service. Effective communication between employees and leadership is critical to improving the customer experience. Front line employees interact with the public on a regular basis, and if employees do not have the information they need, or if they are not happy in their work, customers can see that. Here are some tips to improve internal communications.
Help us celebrate the Everyday Heroes in our agencies during Customer Service Week, October 5-9, 2015. In 1992, Congress passed Public Law No: 102-481, which proclaimed the first full week in October as National Customer Service Week. The Principles and Practices Subgroup of the Customer Service Cross Agency Priority (CAP) Goal has started work on a Customer Service Week Toolkit which will feature sample social media posts, pictures to share on social media and agency websites, and posters to display in offices.