customer experience in local government government staff commission... · 2012-12-17 · customer...
TRANSCRIPT
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“If you think you’re in control, you’re not going fast enough.”
Mario Andretti, F1 Racing Driver
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Service or Experience
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“What we sell is the ability for a
43-year-old accountant to dress in
black leather, ride through small towns
and have people be afraid of him.”
……Harley Davidson
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– Relational (Soft)
Ope
ratio
na
l
(Ha
rd)
+
+
Service Delivery – The Options
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Great people when I want them, great
technology when I don’t
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New (Old) Values
• An increasingly impersonal world
• Customers want to be recognised as
individuals
• Processing, no matter how
sophisticated, will not suffice in the long
term
•
•
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Customer Experience
• Product or service
• Channel (how easy are you to access?)
• Process (how easy are you to do
business with?)
• Engagement (how did it feel?)
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What is Customer Engagement?
The experience delivered by the staff is
so consistently good that the staff
become the organisation or brand in
the eyes of its customers
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The Key Benefits
• Improve staff experience • Reduced costs through improved productivity
• Reduced costs through lower staff turnover
• Improve customer experience • Reduced cost – right first time
• Can be used to reduce complaints • Reduced cost through non-escalation of
complaints
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Cultural and Behavioural Change
• This is not training
• Training can improve service by setting
standards of behaviour, teaching a
tangible process such as how to use a
system or answer a query
• It cannot fundamentally change an
organisation’s culture or the attitude of
its employees towards customers and
service
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Six Steps
• Define • What the organisation wants to be in terms of
personality and behaviour for both customers and staff – this definition created by the staff that have to deliver it
• Measure • Measure the outcomes of the desired behaviours to
track progress and deliver improvement
• Communicate • Internal communications delivered by the
organisation’s managers to engage support for the change
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Six Steps
• Lead • Leadership focus to ensure progress and
sustainability
• Reward, recognition and appraisal • Recognition and appraisal to recognise
behaviour not just performance
• Recruitment and Induction • Based on the definition
• Assessment half days
• Competency interviews
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Decide what you want
to be known for...
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Welcome, Wanted,
Remembered, Cared For
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People, Passion, Pride
People: Everything we do is about people and values and respects people as individuals; those we work with and those we serve.
Passion: We are passionate and enthusiastic about supporting each other, having fun when it is appropriate, and improving the lives of the people in Wiltshire.
Pride: We are proud of our achievements as individuals, as a team, and the support we deliver for the community we serve.
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Leadership and
organisational
development
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People and their managers are working so
hard to be sure things are done right that
they hardly have time to decide if they are
doing the right things.
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Two Elements
• What you do (management)
• The way you do it (leadership)
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Leadership
• A highly visible example of what the organisation is aspiring to achieve at every management level
– Leading people or managing tasks?
– Challenge lies with opportunity, skill or ability?
– Often up to 80% of activity doesn’t add value
– What’s important?
• Leadership focus can highlight areas for process and/or organisational development
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Leadership Questions
• Does the activity directly benefit the team?
(Would the team agree if asked?)
• Does the activity directly benefit
customers? (Would they be prepared to
pay for it?)
• Is the activity business critical? (Would
your business cease to trade?)
• Is the activity related to strategic planning?
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Leadership is a performance.
You have to be conscious of your
behaviour, because everybody else is.
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Communicate in person
Walking the floor
Visible presence
MBWA
Inspirational Leadership
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Reputation often arrives on foot and
leaves on a fast horse!
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A Great Place To Work The Partnership’s ultimate purpose is the happiness of
all its members, through their worthwhile and satisfying
employment in a successful business.
A Great Place To Shop The Partnership aims to deal honestly with its customers
and secure their loyalty and trust by providing
outstanding choice, value and service.
John Lewis
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Hire For Attitude……
Fire For Attitude
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Do What You Think Is Right
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Are Your People a Good Experience?
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Questions For All Of You
• What is your purpose?
• Why do you work here?
• Why did you choose your career?
• What do you most enjoy?
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Your Options
Spectators Players
Cynics Walking Dead
Energy
Att
itu
de
+
+ –
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100% Truthful……
100% Kind
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Customer comment – tangible
• “It’s always the first place I go”
• “I shop here for everything”
• “Staff are continually helpful & have
time for you”
• “It’s the only store where staff are
knowledgeable”
• “Can get the same goods elsewhere but
not the same level of service”
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Customer comment – intangible
• “A certain atmosphere when you walk
in”
• “JL is not just a shop - it’s like home!”
• “I’ve known you all my life”
• “Safe and comfortable”
• “I trust the store”
• “I feel at home”
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“.....it’s my spiritual home,
when I die I’ve asked my husband to sprinkle my ashes here"
Customer comment
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Random Acts Of Kindness
• To tell Legendary service stories
• Each branch to take the opportunity to
do something out of the ordinary once a
month
• Random acts of kindness will then occur
almost daily
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.........in short
• Defined values to engender employee
engagement
• Employee engagement to sustain quality of
service
• Quality of service to gain the trust of citizens
• Trust creates the climate for co-operative
working