Blog

July 1, 2011

July/August 2011 Issue of “The CSA Edge”

Essential Element 1 – Setting Service Expectations (July/August 2011)
June 5, 2011

Summer’s Here! Got Volunteers?

Posted by Wendi Pomerance Brick on June 5, 2011 at 10:03am   Of the organizations that have written expectations and standard operating procedures for contacting customers […]
May 25, 2011

Agile Bureacracy – Post from “The Public Manager”

Posted by Wendi Pomerance Brick on May 25, 2011 at 8:18am   Agile Bureaucracy: Improving Service in Government http://ning.it/jXBWgo   (Originally posted on GovLoop.)
May 1, 2011

May/June 2011 Issue of “The CSA Edge”

Presidential EO and the Six Essential Elements (May/June 2011)
April 28, 2011

Executive Order – Improving Service

Posted by Wendi Pomerance Brick on April 28, 2011 at 9:15am   http://www.govloop.com/group/citizenengagement/forum/topic/show?id=…   A new Executive Order to improve customer satisfaction was issued yesterday. This […]
March 14, 2011

“What would Google Do?” to create better managers

Posted by Wendi Pomerance Brick on March 14, 2011 at 5:05pm   Most organizations promote people based on technical knowledge, seniority, etc. They almost never (at […]
March 1, 2011

March/April 2011 Issue of “The CSA Edge”

The Four Universal Customer Desires (March/April 2011)
February 25, 2011

Putting Lipstick On A Rock

Posted by Wendi Pomerance Brick on February 25, 2011 at 9:32am   Thanks, Gabriela, for the commment on the previous post. I started to answer, and […]
February 13, 2011

What do THEY want?

Posted by Wendi Pomerance Brick on February 13, 2011 at 4:24pm   You and I have both had experiences where we see an employee role their […]
January 30, 2011

Have to Say “NO” to a customer? Try these tips

Posted by Wendi Pomerance Brick on January 30, 2011 at 9:47am   The main reason why “Customer Satisfaction” in public organizations is so difficult is because […]
January 23, 2011

Working with Upset Customers? Turn down the H.E.A.T.

Posted by Wendi Pomerance Brick on January 23, 2011 at 9:46am   “When I have an angry customer, I just put the phone down on my […]
January 6, 2011

Two Pennies

Posted by Wendi Pomerance Brick on January 6, 2011 at 5:41pm   Many years ago I observed an interaction where an irate customer was telling a […]