Webinar - customer service is about managing community expectations

Local Governments improve satisfaction rates by managing expectations

LG Professionals WA in collaboration with D John Carlson, Marketing Consultant and avid blogger present a FREE online webinar - "Local Governments improve satisfaction rates by managing expectations."

Maximising customer satisfaction is important in local government, as it is in all sectors. Customer service, or at least the perceptions of it, impacts significantly on satisfaction levels.

There is a myth that managers and directors determine what is and is not good service. The fact is, the customer or stakeholder determines what is good and bad service and how they will respond. The fact is, it is critical to know what constitutes good service in the eyes of the consumer or stakeholder and - the intuition of managers is highly unreliable, and potentially expensive.

It is important to stop relying on intuition.

Maximising customer satisfaction is also dependent on the management of audience expectations, which in turn involves communication. The fact is, however, most communication, and especially that from a local government is not well read - even when consumers comments in satisfaction surveys suggest it is. The fact is, unless they are upset most residents are too busy with their own lives to think about what their local government has to offer.

It is important to remember that they are not automatically engaged.

Even when the communication is effective, customer satisfaction will not be created and will certainly not be maintained where is a miss-match between the expectation and the reality. The fact is, satisfaction is a measure of the gap between expectations and experience. The fact is, expectations all too often exceed reality.

It is important that reality meets or exceeds expectations

This webinar will address, in a practical way:
  • How customers and stakeholders define good service
  • How to communicate in a way that manages expectations
  • How to ensure expectations and experience match
OUTCOMES - recommended action for local governments

Register now


Thursday 29 August 2019


11:00am - 12:00pm


Online - at your desk!!



A prolific writer, D John Carlson publishes regularly. Sometimes controversial, often confronting and always topical, he questions conventional wisdom, debunks marketing myths and offers fresh insights into all aspects of marketing, communication and human behaviour.