Natural Disasters Highlight Government and NGO Need To Train Staff To Deal With Frustrated and Emotional Clientele The overwhelming number of government employees are sympathetic to victims of natural disasters, but let’s not forget that employees are under huge stresses themselves, and need to…
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…
Toughest Customer Service Jobs? Government. Here’s Why Where do you find the most taxing jobs in customer service? While call center work in any sector is challenging and often frustrating, jobs in government that involve working with the public are, by far, the most difficult…
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 to do seminars on this topic but…
Use YOUR Experience As A Customer To Better Serve Your Customers Understanding Angry Customers by Robert Bacal You probably see hostile customers every day. You know, the ones that treat you like a personal dumping ground for everything that has ever gone wrong in their lives?…
Examples of the Exercises Included in the Defusing Hostile Customers Workbook The Defusing Hostile Customers Workbook can be used with or without doing the exercises contained in it, but it’s best to take the time to do them. Each chapter has a set of exercises, and space to…
Defusing Hostile Customers Workbook Table of Contents Thank you for your interest in the Defusing Hostile Customers Workbook (3rd Edition, 2010) A Self-Instructional Workbook For Public Sector Employees. To help you decide if this book suits your needs, below is a full listing of the…
Government customer service shouldn’t be like that in the private sector, unless you want higher taxes. Will taxpayers be willing to pay more to get better service from government? Q: In our previous interview on Obama’s new customer service initiative, you were rather pessimistic about…
Governments should NOT pretend that the citizenry is their customer base. The Challenges Government Faces in Delivering Customer Service Q: Recently, you participated in an online chat on how governments can improve customer service to citizenry. First question, is customer service an impossibility where government…
Improving Customer Service For Government Q: Recently President Obama announced an initiative to improve the customer service offered to the taxpayers and citizens of the USA and asked that government departments submit their plans to achieve that end. What’s your take on it? Robert: On…
