• Overview
  • Lesson 1: Course Introduction [4:01]
  • Lesson 2: Why Improve Customer Service? [2:14]
  • Lesson 3: Who Are Your Customers? [4:09]
  • Lesson 4: Where Are Your Customers? [4:09]
  • Lesson 5: Customer Journey Mapping Overview [1:48]
  • Lesson 6: What Does "Customer Experience" Mean? [1:42]
  • Lesson 7: What is a Customer Journey Map? [2:22]
  • Lesson 8: Goals of Customer Journey Mapping [1:55]
  • Lesson 9: Coaching in a Customer Service Culture, Part 1 [4:45]
  • Lesson 10: Coaching in a Customer Service Culture, Part 2 [2:49]
  • Lesson 11: Building a Business Case for Customer Service [3:27]
  • Q&A
  • Post-Course Survey

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We’ve all heard the case studies about organizations that get customer service right. While the stories are helpful, what you really need is a game plan – a “playbook” – that takes you step-by-step through the process of designing, executing and evaluating a world-class program. That’s why we created the “Customer Service Playbook for Government,” which is based on external research, expert interviews, HowTo.gov, Oracle resources, and engagement with the GovLoop community.

These short lessons walk through the principles behind the Customer Service Playbook, including how to:

  • Create personas to identify your specific types of customers
  • Engage in a customer journey mapping exercise
  • Coach your customer-facing teams to greatness

After viewing these 11 lessons, you will better understand your customer experience and adapt your approach to meet their needs more effectively.