Rola komunikacji w zarządzaniu satysfakcją klienta-obywatela
The role of communication in managing the satisfaction of a citizen−customer

Summary/Abstract: The idea of citizen–customer satisfaction management is to increase their participation in the process of shaping services by better understanding of their needs and expectations. Hence, the role of communication between the office and the customer increases. Customer service standards are the answer to their needs. The care of their satisfaction is important. It has been partially reflected in the concepts of “New Public Management” and “Good Governance”, which place the citizen–customer in a central place. The purpose of the paper is to highlight changes in the role of the citizen in the office from the petitioner towards customer/partner and the importance of communication in this field. Due to good communication offices receive feedback from customers regarding their level of satisfaction with the services so the staff can identify areas for improvement. Information from customers should be the starting point for determining the directions of improvement of the services provided.

• Details
• Contents