How to lead customer service strategically  

In today’s video we talk about your role in leading a customer service strategy.  

The video covers areas including:

1. Defining what success is in customer service and defining what the benchmark is for good and great service. 
2. Investing in your customer service team's success versus reacting to citizen issues directly.
3. Empowering your team with tools for success.
4. Ensuring your team has access to the right customer service data and resources.
5. Helping establish ways to measure success.
6. Developing a successful process for customer service.