Excellent customer service means understanding and addressing, as appropriate, stakeholders’ and colleagues’ needs through:
- active listening,
- problem solving,
- seeking out the ideas of others,
- explaining the reason for our decisions and requests for information,
- learning from our mistakes, and
- doing our best.
Providing excellent customer service improves our interactions with stakeholders and colleagues and supports better regulatory outcomes, which improves public health. Providing excellent customer service does not change our regulatory obligations. It does not mean letting unsafe or ineffective devices on the market – it instead requires identifying and meeting our customers’ needs, as appropriate, while still achieving our mission and vision.
Starting in August 2014, CDRH will post its Customer Satisfaction Rating each month based on the survey responses.