Start
by seeing how your people manage complaints…
Organisations in both the private and
public sectors are continually on the lookout for new ways to balance the
challenge of improving customer service whilst containing, or reducing, costs.
Whether the pressure comes from customer
feedback, outside organisations, elected politicians or budget changes, it’s
clear that Local Government faces constant demands to keep the standards of
services high and demonstrate good value for taxpayers’ money.
Customers’ expectations are continually
re-set by higher and higher benchmarks. As consumers, we encounter customer
service every day and each good experience we have raises the bar of our
perceptions that little bit higher for other organisations to reach.
The public sector faces three extra
challenges alongside this tide of rising expectation:
- Customers can’t usually choose
to go somewhere else for their services
- Services may be subject to
legislative procedures and processes
- Councils can’t choose not to
provide services to unprofitable customers.
So how does a council raise its game and
improve performance when it doesn’t have all the options available that the
private sector does?
