Customer Service Research Paper Example | Topics and Well Written Essays - 1500 words - 1

Customer Service - Research Paper Example For government agencies, it gets more complex as the customers are the public. Government agencies are now required to account for and minimize expenditure and upgrade services delivered to the citizens. Managements of these agencies are often turning to human resource training and technology to deliver services fast and competently to achieve satisfactions for all queries, complaints or inquiries. Customers have been accustomed to attention from the private sector, and they now want the same from their government agencies. Government agencies have adopted standards of measuring citizens’ satisfaction in responding to their needs through electronic or manual reviews (Newby and McManus, 2002, pg 13). NTPFES is the Northern Territory Police, Fire and Emergency Services, a government agency providing policing, fire and rescue, and emergency services response across the Northern Territory of Australia (NTPFES, 2010, pg10). Such is an example of an organization that has embodied customer service to improve service delivery to customers. Customer Service in g overnment agencies exists to bridge the gap between governments’ service delivery and their citizens’ satisfaction. There has been a shift in the management systems from an emphasis on product quality to Total Quality Management for customer satisfaction. This change focuses on continual improvement of organization’s output. Quality of outputs in this case very much includes all products and services and the processes that are involved in the production of the products or services. The shift is intended for the sole purpose of meeting, if not surpassing customer expectations. Customer service provision requires the co-operation of all levels of management within the organization. Achievement of excellent customer service is guided by tools and principles. The tools are the so-called ‘hard’ aspects of customer service. They include the