Proof that Government Workers CAN Provide Great Service

Government workers have had a bad reputation regarding service for a long time.

One government organization in San Diego is trying to change this and it looks like they’re on the right track.

Here’s just one story from one stellar employee:

On Feb 1st, the employee, Sue,  received  a call from an elderly customer. He was seeking reimbursement from another department but he wasn’t getting any help so he called Sue. The customer was very sick and may not survive another year.

Sue took ownership of the problem and immediately called the department with whom the customer was having trouble. The consultant who answered the phone would not help Sue, so she called the department in charge of that agency. The employee who answered the phone there would not help her either. But Sue was persistent. She got the name of the supervisor and left a detailed message pleading the hardship case. One day later, Sue received a call informing her the reimbursement would be granted. Sue, immediately, called the customer who was extremely happy.

When asked why she went to all the trouble, Sue replied “I felt very strongly that a wrong needed to be righted…, and I didn’t mind making the extra effort to see this through.”

Wow, if only all customer service reps had this kind of attitude.

REMEMBER: When a customer comes to you with a problem, take ownership of it and find the solution. This attitude is good for you, the customer, AND the bottom. And isn’t that the point?

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