Surprise! Kudos to the U.S. Passport Office

We recently needed to renew an expired passport. We printed out the form and sent everything in, having heard that it was taking months for them to be processed.

Shortly thereafter, we received this in the mail:

What works about this piece?

1. Acknowledgment of receipt: We know they are working on it.
2. Shifts some control to us: We are told how to go online to monitor our progress.
3. Allows for our needs: If we are only traveling to Canada, Mexico, or the Caribbean, we can download something to allow our travel if the passport doesn't arrive in time.
4. Tells how to reach them: Gives us a way to get in touch.

It turned out that our passport actually arrived before this piece did, which they also get points for (exceeding our expectations). With all the negative press the Passport Office has recently gotten for the long wait times, I commend them for taking steps to keep their customers informed.

Tip of the day: How can you make sure that you are letting customers know that you are working on something for them? Give them tools to feel in control? Acknowledge their needs? Give them ways to reach you?

Technorati Tags: customer experience, customer service, US Passport Office, customer communication, consultant