public administration; civil servant customer service handbook; internal marketing; human resources; customer service
Abstract
After identifying a communication problem in customer service at the Faro City Hall desk at the Citizen’s Advice Bureau in Faro (Portugal), this study proposes a methodology for the creation of an instrument that facilitates and improves customer service: the civil servant customer service handbook. To ensure the relevance of this handbook and to determine its contents and format, a prior study was conducted in the form of seven semi structured interviews. The content analysis of the seven interviews revealed that the creation of the handbook would be of fundamental importance in facilitating communication with the citizens, and enhancing the employees’ levels of satisfaction, well-being and motivation.
