Customer Service Excellence: Using Information Technologies to Improve Service Delivery in Government |
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accounts accuracy addition Administration agencies answer appear asked assister average bank become better callers Center citizens clients communication concerns costs customer service delivered developed differences Director effective effort employees Error example excellence expectations experience federal field filing front-line give handle important improve increased individual initiatives Internal involved issues IT-based less marketing measure ment offer operations organization organizational over-the-telephone perceptions performance person practices present priority private sector problems productivity Proposal public sector questions ranked received relationships representatives require response returns rules satisfaction season service delivery service quality shared Social Social Security Administration staff strategic survey taxpayer Taxpayer Services telephone tion transactions vice Waiting