| 
| Free Newsletters
| Free Newsletters 
Topics: Answering the Call
HEADNOTE
Government call centers are proving they can compete with industry's best.
Long waits, clueless Staff, interminable bureaucracy. These are some of the things that come to mind when many Americans think about government customer service. But Daryl Covey remembers the stormy day a decade ago when a tornado was bearing down on a southern state and his office received a frantic call from a weather service that was having trouble reading data from the Doppler Weather Radar. Covey, a hot line manager at the NEXRAD Radar Operations Center in Norman, Okla., and 30-year veteran of federal service, was there to help them through it. The tornado warning reached residents in time. "What we do is pivotal," he says. "We help people save lives." Covey's team, which is part of the National Oceanic and Atmospheric Administration, takes calls 24-7 and helps about 7,500 government employees at the Commerce, Defense and Transportation departments navigate and operate the Doppler system.
In addition, make sure to read these articles:
- Good Calls
- Cable Call Centers Leave Customers Cold
- From call center to full service: New York healthcare organization expands outsourced...
- You've Got a Refund!
- Government agency scores slightly in ACSI findings
- Going the extra mile: companies focus on the very reason they're in business--their...
- The keys to better business
- SDDC.
- Corrections
- Why Satisfying the Customer Is Good Business.
- ACSI Remains Stable
- Dissatisfied customers
- Keeping 'Em Satisfied
- Red Carpet Treatment
- Publix ranks No. 1 among U.S. supermarkets
HEADNOTE Telephone help centers are winning good will for agencies. BY SHAWN ZELLER The words "government" and "customer service" don't often find their way into ......
About 21% of consumers calling cable and satellite call centers hang up with their initial problem unresolved, according to a study released June 12 by ......
Consumers who want to purchase a product from a mail order catalogue expect to pick up the phone 24/7, reach a courteous and competent voice ......
HEADNOTE With system upgrades, software freebies and bonus services, the IRS lures taxpayers online. The Internal Revenue Service is poised to cross a historic threshold ......
The American Customer Satisfaction Index (ACSI) 2002 report on the federal government shows widely different scores across departments and a slight decrease in the overall ......
Cheryl Hudson-Jackson believes many women dread buying intimate apparel, particularly those with full-figured bodies. A curvaceous size 18 herself, the president and co-founder of Schaumburg, ......
HEADNOTE FEDERAL MARKETPLACE "Customer service" was a watchword of the early National Performance Review, which talked of involving front-line workers in reforms and cutting red ......
The 2005 Warfighter Distribution Service Survey (WDS), which replaces the Customer Satisfaction Survey and Industry Partnership Survey initiated in 2002, has provided invaluable feedback from ......
The March article "Great Expectations" misidentified one of the partners in the American Customer Satisfaction Index. The partners are the University of Michigan Business School, ......
During the years first quarter, the respected American Customer Satisfaction Index updated its annual survey of customer satisfaction among bank customers. The news was not ......
Milwaukee (February 21, 2001)—The American Customer Satisfaction Index (ACSI) remained virtually unchanged for 2000, due to an increase in customer satisfaction in the finance sector ......
As much as consumers complain of products and services from U.S. companies, they're even more critical of services from federal government agencies, indicates the American ......
After a minor dip last year, the public's overall satisfaction with federal agencies is edging closer to an all-time high reached two years ago. The ......
The University of Michigan's American Customer Satisfaction Index has dispelled many myths about how well federal employees serve the public since it began measuring customer ......
For the 10th straight year, Publix Super Markets Inc. has been ranked America's favorite food retailer, according to the latest American Customer Satisfaction Index.
Email
Digg It
del.icio.us
Related Resources
Press Releases
Creating a Successful Company with Good Employee Benefits
Host Hattie Bryant of Small Business School interviews Bart Mahan of Buggies Unlimited, a Richmond, Kentucky-based company that sells gear for golf carts.
Get In-Depth Company Information from Hoover's | Buy a D&B Credit Report | What is in Your Company's D&B Credit Report? | Article Archives
Online Business Database | Online Business Information | Sales and Marketing Solutions | Business Mailing Lists
Online Business Database | Online Business Information | Sales and Marketing Solutions | Business Mailing Lists
Information and opinions on AllBusiness.com solely represent the thoughts and opinions of the authors and are not endorsed by, or reflect the beliefs of,
AllBusiness.com, its parent company D&B, and its affiliates.
AllBusiness.com, its parent company D&B, and its affiliates.
