https://6sigma.com/customer-service-tips-from-the-dmv/ Six Sigma Certification and Training Fri, 28 Feb 2025 11:00:17 +0000 hourly 1 https://6sigma.com/customer-service-tips-from-the-dmv/#comment-25784 Wed, 22 Aug 2012 21:04:27 +0000 https://opexlearning.com/resources/?p=10663#comment-25784 I think the perception that anxiety is high when the risk is high is very apt here. The DMV is a place where you must open up with them and tell all, and they have the power and duty to charge you substantial sums of money and/or take legal control of your driving privileges. That is scary to many people, especially those who are only in partial control of their lives. In this regard, there is a lot of legitimate dread about interacting with the DMV. I think this is a great example of the DMV really understanding the customer’s point of view at an emotional level and really partnering with the customer to effectively *serve* their needs, instead of just *processing* their situation without regard to their legitimate emotional reaction. It’s brilliant. The poster is pretty garish though. 🙂

]]> https://6sigma.com/customer-service-tips-from-the-dmv/#comment-25783 Tue, 21 Aug 2012 13:43:10 +0000 https://opexlearning.com/resources/?p=10663#comment-25783 Impressive. I wonder what got the DMV management motivated to actually setup this system. I mean – why would the employees actually care to do well? This seems to be the first step in any government system – building the incentive structure.

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