Other Side of The Window: Providing Exceptional Service in Government
Run time: 13 Minutes
This important video illustrates how bureaucratic systems and procedures, however necessary to workflow, can get in the way of providing the level of service - and respect - the public requires. It's a valuable journey into attitudes and assumptions, a realistic look at the day-to-day public sector workplace that is full of customers anxious about the help they need and well-meaning CSRs hampered by inflexible rules.
In addition to the vignettes that take place in government office settings with actual service "windows," there is a supplemental service scenario that demonstrates the need for good government customer service "in the field."
Government employees learn that:
- it's possible to apply flexibility and common sense so that working 'by the book' doesn't preclude satisfying the customer.
- behind every voice on the phone is a human being with real needs and concerns.
- most people seeking help from government agencies are addressing serious issues and empathy goes a long way.
- every customer should be treated with the same degree of courtesy and respect, no matter what the circumstances.
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