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The White House and Customer Service

Surely the first thing you think about when you think about the White House is NOT  customer service. You may think about its historical significance, its political power or about the current residents of the house.  However,  the White House IS thinking about customer service, specifically, improving their customer service.

First, it begs the question, who is a customer of the White  House? The vendors that provide support? Or the American people as a whole?

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It turns out the White House is talking about making the U.S. government more customer friendly.  In order to do this, the government folks interviewed the airline folks, twelve in all, including Southwest Airlines. Are the airlines good at customer service? They certainly deal with many millions of passengers yearly.

The Dallas Morning News provides a recap, saying that Southwest Airlines CEO Gary Kelly gave the following advice:

…find ways to constantly get tips from customers and employees, and avoid single-shot surveys that allow companies to “check the box.”

Some of the best ways to communicate with customers don’t cost much, he said, citing comments on the airline’s blog as valuable feedback that many companies might pay a research firm to generate.

What would you counsel the White House to do to improve its customer service to the American people?


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