Leading in Customer Service

Whether you are Director of Finance at a City, a County Manager or a Public Works Manager, providing customer service to other departments or to citizens is everyone’s job and it’s job #1.  As a leader you should be involved in the design, implementation and measurement of a customer service strategy to ensure your department is serving others well. 

Citizens are becoming more and more accustomed to next day delivery and ease of shopping all brought about by customer service innovation at Amazon and other online retailers.   They’ve tried to perfect the experience of shopping and they’ve raised the bar for other providers of services, including cities and counties.

In this blog we want to share six service strategies you can oversee to ensure the delivery of exceptional customer service in your department, city or county.

#1 Define Success

As a leader or manager, you should oversee the successful definition of customer...

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Leverage cohorts to supercharge your training

A city leader recently told me, "I don’t like to delegate because my team isn’t as skilled in the work as I am and they can’t do the task as well as me.  Maybe I’m a perfectionist."
 
He went on to say that he went to training to learn the basics of delegation and the best practices yet he doesn't want to delegate and receive the benefits of doing so.   He's stuck as a leader….he's not learning and growing.   
 
His training was great but he's not adopting the ideas he learned.
 
Learning cohorts are one element you can add to your training to become a city or county that builds a learning culture.   Cohorts are assigned groups of 4-5 people who meet on a regular basis to journey through a training concept together.   Cohorts enable action, questions and adoption of ideas. 
 
Cohorts are about honesty, accountability and vulnerability….they’re about learning and growing...
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