Governing for Results 13 - Washington State Digital Archives
Governing for Results 13 - Washington State Digital Archives
Governing for Results 13 - Washington State Digital Archives
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Department of Printing<br />
Customer Service Representative Program<br />
Through customer surveys and other customer feedback methods, the<br />
Department of Printing (PRT) discovered that some customers were frustrated by<br />
their inability to get consistent answers from PRT. Customers did not know<br />
whom to contact <strong>for</strong> assistance or would receive different in<strong>for</strong>mation depending<br />
on whom they contacted. Accessing the services provided by PRT could be<br />
confusing and frustrating. A Customer Service Representative (CSR) Program<br />
was developed to provide a single point of contact <strong>for</strong> each customer. The CSR<br />
receives and tracks customer print jobs throughout the entire printing process.<br />
The CSR also answers any questions that might arise regarding print jobs and<br />
serves as a liaison between the customer and production. The CSR Program<br />
has substantially improved customer satisfaction.<br />
<strong>Results</strong><br />
★ Increases customer satisfaction, by providing a single point of contact <strong>for</strong> all<br />
printing services.<br />
★ Provides training to customers on methods to reduce costs.<br />
★ Allows PRT production planning staff to concentrate on production issues.<br />
★ Reduces turn-around time <strong>for</strong> all jobs.<br />
★ Saves PRT customers an estimated $18,240 per year.<br />
Team Name: It’s all about you, the customer!<br />
Team Members: Dan Swisher, Larry Weber, Doug Dow, Evonne Anderson,<br />
Brian Rapacz, Jennifer Forté, Bob Cross<br />
CONTACT: Evonne Anderson, (360) 570-5020<br />
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