delivering quality customer service by thinking like a customer acting like an owner the power is...
TRANSCRIPT
DELIVERING QUALITY CUSTOMER SERVICE BY
THINKING LIKE A CUSTOMER ACTING LIKE AN OWNER
The Power is Mine
Presented by: Cynthia Hamlet
Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it.~PETER DRUCKER
Goal
Engage in interactive dialogue to create systems that make customer service less of a reaction but an action that is defined by circumstances!!!
We will not create a set of rulesWhy???
They don’t workWhy???
Excellent service starts with the attitude of the individual service provider
Good Customer Service
… is more than personal courtesy and a quality product. However, it cannot exist without these traits
We must go beyond traits and attributes and address customer service as a process, almost as if it were alive
Foundational Questions
What business are we in?
Why do our individual positions/we as employees exist?
BCPS Mission
To provide a quality education that develops the content knowledge,
skills, and attitudes that will enable all students to reach their
maximum potential as responsible, life-long learners and productive
citizens.
Blueprint for Progress
Mission supports vision
Goals – how we accomplish the mission
Indicators – explains how we will meet the goal
Strategies – what we will do to accomplish this
Job Description
… possess excellent human relations skills …
History of Customer Service in Schools
Community Support
Demanding policy climate
Parents
Activity
Customer services means…1. 2. 3. 4. 5. 6. 7.
Customer Service Means…
Doing ordinary things extraordinarily wellGoing beyond what’s expectedAdding value and integrity to every
interactionBeing at your best with every customerDiscovering new ways to serveSurprising yourself with how much you can
doTaking care of the customer like you would
take care of your family member
One Common Definition…NO…
Why isn’t there one common definition?
Challenges
Distractions
Issues
Concerns
Activity: Apples
THE ART OF CUSTOMER SERVICE
Think like a customer….Act like an owner
What do customers want?
Customers want…
You to pay attention to them
You to listen carefully to them
Fast service
How do owners act?
Owners… show excitement about their product and services
know that everyone is in sales
strive to become a resource for their customers
value their customers
know when to be flexible
BCPS Reality Check
Circumstances dictate our actions
Mission – to deliver consistent, outstanding customer service
Angry customer on phone or in person
Let customer vent
Show empathy
Ask questions
Resolve problem to the best of your ability
Disappoint a customer
Apologize first, then deliver news
End on upbeat note
Giving an estimate to a customer
Be conservative
Make sure you understand the question
When a mistake was made
Don’t look to blame; look for solutions
Acknowledge mistake and apologize
Give personal attention
Take ownership of the problem
Deadly statements
I’m having a terrible dayWe are short staffed todayI am only working half day todayThis job is really hardThe last parent was really a painThis is the third time this week that we’ve
had system problemsMy co-worker messed up!
In sync with your administrator
Is there one set of rules that will work in all schools/offices
No
Why
Link
KISS METHOD
What do you want me to keep doing?
What do you want me to improve?
What do you want me to start doing?
What do you want me to stop doing?
Who, what, where, when, why, how
Why should I care?Why should I help?What should I improve?Why is this important?When should I do this - now or at all?Why does my performance matter?Why should I continue to work here or do my best?Who does my performance impact?How do I contribute to this office’s/schools
success?Where do we go from here?
Power
Who has the power to make a difference in the quality of service I deliver?