Effective Communication and Service Strategies for Government Employees

Improve service standards and visitor compliance through effective customer service strategies.

Serving the public from a government agency is more difficult and stressful than the equivalent job in the private sector. The average public sector employee is constrained by overlapping and sometimes conflicting policies, rules and laws, which he or she also must enforce. The citizens and visitors to their office usually are not there by choice and are trying to solve a problem, while deciphering and navigating an unfamiliar maze of regulations.

The good news is that attention to foundation communication and project management principles - coordination, consistency, civility, empathy, and an attention to detail - can have an immediate positive impact on customer behavior and satisfaction. The right words can calm citizens and help you earn their trust and respect as you help them deal with their questions and concerns. Taking the time to invest in building better workplace relationships with your co-workers, employees, and supervisors also can increase productivity and improve customer service, as issues are dealt with more quickly and with a shared understanding of goals and deadlines.