Author: Robert Bacal
Government and Customer Service – An Oxymoron? Why Do People Perceive the Government As Being Poor At Customer Service?
It’s a song as old as the first government. Government is bureaucratic. It doesn’t reward good customer service. Government is full of forms. Government employees don’t care. They are lazy. The litany goes on. Why are the perceptions of government…
Learn Why Governments Need to Think Customer Service Too
Solving The Government Customer Issue By Robert Bacal In our work in training government staff to deal with abusive or hostile members of the public, we often refer to those members of the public as "customers". Occasionally, we will be asked…
The Costs of Government Shooting Itself In The Foot
From The Robert Bacal Archives: Government Self-Destructive? Government Systems Self-Destructing Governments In Crisis Editor’s Note: I was going through some old documents, and found this article that I wrote twenty years ago. And it sure seems to me to be…
Difficult Customers and Getting the Right Mind set
Customer File – Success With Difficult Customers – The Mind set by Robert Bacal We all have to deal with difficult, angry or even manipulative customers. The process is usually infuriating, frustrating and time consuming. While it often seems we…
Customer Service1 and Social Media – Myths and Myth Step
Customer Service and Social Media – Myths and Myth Steps The patient was injured in a very severe auto accident, and lay, sedated, on the gurney in the operating room. Dr. Schmidt gazed down at the ashen faced man, and…
Customer Service and Why We MUST Get More Find Grained In Our Discussions To Improve It – Five Guidelines
It’s great that there is so much discussion about how businesses can improve their customer service, but most studies show that the perceptions of customers is that customer service is getting worse. If we want to work to improve customer…
