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Voice of the Customer Survey Lessons for Government Division
As practitioners of quality we are all generally aware that a core discipline to master and practice at the individual and organizational level is that of listening to the voice of the customer...
- Filetype: pdf
- Publish date: 2011-01
- Keywords:Customer Service
Answering the Call
In this article, the Institute for Citizen-Centred Service (ICCS) presents its findings from an inter-jurisdictional client research study that helps public sector managers turn a service delivery channel with some hang-ups into one that's a ringing succe..
- Filetype: pdf
- Publish date: 2007-03
- Keywords:Customer Service
Some Essential Practices for Improving Citizen-Centered Telephone Service
This article reports on some recent research and developments in the field of best practices in telephone service delivery...
- Filetype: pdf
- Publish date: 2007-02
- Keywords:Customer Service