Maximising customer satisfaction is important in local government, as it is in all sectors. Customer service, or at least the perceptions of it, impacts significantly on satisfaction levels.

There is a myth, that managers and directors determine what is and is not good service. The fact is, the customer or stakeholder determines what is good and bad service are and how they will respond. The fact is, it is critical to know what constitutes good service in the eyes of the consumer or stakeholder and – the intuition of managers is highly unreliable, and potentially expensive.

It is important to stop relying on intuition

Maximising customer satisfaction is also dependent on the management of audience expectations, with in turn involves communication. The fact is, however, most communication, and especially that from a local government is not well read – even when consumers comments in satisfaction surveys suggest it is. The fact is, unless they are upset most residents are too busy with their own lives to think about what their local government has to offer.

It is important to remember that they are not automatically engaged.

Even when the communication is effective, customer satisfaction will not be created and will certainly not be maintained where there is s miss-match between the expectation and the reality. The fact is, satisfaction is a measure of the gap between expectations and experience. The fact is, expectations all too often exceed reality.

It is important that reality meets or exceeds expectations

This webinar will address, in a practical way:

  • How customers and stakeholders define good service
  • How to communicate in a way that manages expectations
  • How to ensure expectations and experience match

The outcomes will be practical, actionable and affordable.

Sit back in your office and spent an hour learning more about maximising the return on your investment in marketing.

Date: Thursday, 29 August 2019

Western Time: 11.00 am – 12.00 pm 
Central Time: 1.30 pm – 2.30 pm 
Eastern Time: 2.00 pm – 3.00 pm


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