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Chapter 41. Public Sector

Chapter 41. Public Sector

Those who work in the public sector—in government, public utilities, or other “noncompetitive” agencies and organizations—have a tendency to believe they do not have a compelling need to serve their callers effectively. (After all, they’re not Corporate America; they’re the “only game in town”!) In reality however, nothing could be further from the truth.

Today, the expectations of taxpayers and utility customers are greater than ever before. Elections, bond issues, public service commission hearings, and so on are barometers of “customer service” quality in the public sector. Serving the requirements of customers who have urgent questions and need information, or have important complaints, is every bit as important in government as it is in the business community. Public sector employees, as well as private sector employees, need to be concerned with giving good customer service.


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