A Guide to Improving Customer Service

We have all experienced frustrating customer service that can leave us feeling upset. As technology advances, many interactions are now automated or conducted by representatives from other countries, which can lead to misunderstandings due to language barriers. 

One particularly frustrating experience is when you call a municipality with a problem or question and are shuffled between different offices without receiving any resolution. Often, you are told that someone will get back to you, only to find that you must make additional calls to follow up or show up in person. 

Delivering excellent customer service is essential for building and maintaining strong relationships with your constituents and business owners. By adopting a few key principles, you can ensure a positive experience for residents and community members. 

Here is a guide to good constituent service: 

• Accessibility: make sure community members can reach you through various channels (phone, email, social media) and respond promptly to inquiries, ideally within 24 hours. 
• Listen Carefully: give callers your full attention when they speak or write to you. Take notes if necessary and summarize what they have said to demonstrate understanding. 
• Be Knowledgeable: thoroughly train your staff on constituent services and keep them informed about upcoming events or offerings. Provide easily accessible and consistent information to help resolve customer issues. 
• Empathize with Visitors/Callers: show understanding and compassion for their concerns, as this can significantly impact their experience. 
• Use Concise Communications: use plain language and avoid jargon that may confuse people. Provide straightforward answers to their questions and solutions to their problems. Also, ensure translation services are available if needed.
• Provide Follow Up: after resolving an issue, check back with the visitor/caller to ensure they are satisfied. This can be done through email or a quick phone call to show that you genuinely care.
• Train Staff Regularly: Provide ongoing training for all employees to reinforce high customer service standards. 
• Resolve Issues Quickly: address complaints and concerns promptly to prevent escalation.
• Embrace Technology: utilize Customer Relationship Management (CRM) tools to manage interactions, as they serve as invaluable references. 

Good customer service goes beyond merely solving problems; it is about creating positive and meaningful experiences that foster loyalty. By implementing these practices, you can build trust and improve your reputation with your community. The adage is often lost during a rushed day, to treat others as you would like to be treated, Live by the Golden Rule.