Customer Service Assessment and Remote Customer Service Workshop
Client Background
A municipal government engaged Turnkey Solutions to evaluate the quality of customer service being delivered to its citizens and provide practical recommendations for improvement. Due to the COVID-19 pandemic, the entire engagement had to be conducted remotely.
Turnkey accepted the challenge and implemented a Customer Service General Needs Assessment to identify gaps in the current level of service — and paired it with online training through their TalentLMS platform, making it accessible for employees to complete at any time.
The Challenges
The municipal government faced various obstacles in delivering high-quality customer service to its citizens.
- No established benchmark to guide service improvement efforts — the municipality had not previously evaluated the level of service it provided.
- Understaffing in various departments and widespread employee burnout due to COVID-19.
- Employee dissatisfaction with the lack of training and resources available to deliver high-quality service to the public.
- Citizens reported difficulties accessing information and instances of staff being impolite during interactions.
Turnkey's Response
Turnkey Solutions conducted a comprehensive Customer Service General Needs Assessment that included surveys and focus groups to accurately diagnose service level gaps. This data was used to develop recommendations for both short-term and long-term changes.
In addition to the assessment, Turnkey provided online training through their TalentLMS platform. Employees could complete the training remotely at their convenience. The platform included a gamification feature that increased employee engagement and provided a record of training completion and quiz performance.
The Impact
Through the comprehensive assessment, Turnkey Solutions identified and addressed critical areas of improvement in the municipality's customer service — resulting in a significant impact on the quality of service provided to residents.
Employees' attitudes toward customer service improved, with newfound vitality and commitment demonstrated. The training received high ratings for its excellence, ease of use, and practical teaching approach.
Turnkey also supported the implementation of identified "quick win" recommendations promptly, resulting in immediate improvements to the municipality's customer service and enhancing the resident experience. With the provided roadmap, the municipality was able to address blockages to good customer service in a more structured manner — making significant strides toward its goal of providing world-class customer service to its citizens.
Ready to close the gap between current service and world-class?
Turnkey combines assessment, training, and implementation support to help government agencies build lasting customer service capability — even in remote or hybrid environments.