Providing Exceptional Service in Government
This important video illustrates how bureaucratic systems and procedures, however necessary to workflow, can get in the way of providing the level of service - and respect - the public requires. It's a valuable journey into attitudes and assumptions, a realistic look at the day-to-day public sector workplace that is full of customers anxious about the help they need and well-meaning CSRs hampered by inflexible rules.
In addition to the vignettes that take place in government office settings with actual service "windows," there is a supplemental service scenario that demonstrates the need for good government customer service "in the field."
Government employees learn that:
There's nothing quite so powerful as viewing circumstances from the other person's perspective. This is the true value of experiencing "the other side of that window".