Pre – Session Activity

Using the sticker dots on the tables, place a dot on each activity

posted on the wall that you are doing to crack the customer

service code where you work.

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Cracking the Code – Sustaining a Customer Service Culture

Vicki PeroPrincipal, Marlyn Group LLC

July 1, 2015

Download theIPIConf2015 free app now

#IPIConf2015

Cracking the Code – Sustaining a Customer Service Culture

Vicki PeroPrincipal, Marlyn Group LLC

July 1, 2015

Cracking the Code

• Management Consulting Firm located in Worthington, Ohio— We serve over 50 small to mid-sized companies in the areas of

Organizational Development, Leadership, and Employee Performance

• 18 Year Professional Parking Career— Experience in Operations, HR, Training and Audit

— Hold CPP, DISC and SPHR designations

— Active in IPI, GPC, NPA and WIP

Vicki Pero, Principal, The Marlyn Group

Survey Says

Cracking the Code

Customer Service Culture

Culture and

Expectations

Recruiting

Onboarding

Training

Culture

What Are the Customer Service Expectations?

Culture

Do Policies & Procedures Make It Easy to Deliver Exceptional Service?

Culture

The Employee Experience Uniforms and equipment Training Support Value of feedback

Do As I Say, Not As I Do

Recruitment and Hiring – Ideal Profiles

Recruiting

Identify Ideal Profile• Employee survey• Local census data• Employee exit data

Profile Comparison• Job description• Job ads• Interview questions

Evaluate technical and behavioral skills

Recruiting

The Group Interview

Recruiting

• One session, many hires• 90 minute sessions• Company overview• Job overview• Group activities

• Keys to success• Two facilitators• Consistent schedule• Constant contact

Onboarding

Onboarding

Consistency Between Recruitment and Actual Job

Onboarding

Onboarding

Help New Employees Manage Through Key “Firsts”

• First administrative problem.

• First car parked.

• First mistake.• First

transaction.

• First win.• First

constructive feedback.

• First damage claim.

Training

Classroom Sessions

Training

Huddle Meetings

Training

Provide Feedback

Earlier referenced survey of 584 working Americans, 58% hadn’t received any kind of useful feedback in the past 6 months

Training

• Complement huddles

• Recap customer service commitments

• Reminder of less frequently used or more complex procedures

Posters and Manuals

Training

• Praise and commendation from managers was rated the top motivator for performance, beating out other noncash and financial incentives, by a majority of workers (67%) (McKinsey Motivating People, Getting Beyond Money, 2009)

Show me the money…or maybe just a pat on the back

Training

• Reward and recognition program options— Measured

— Peer to peer

— Points system

Training

• Obtain feedback from employees when selecting rewards.

• Promote the program ahead of rolling it out.

• Make sure all employees have the opportunity to participate.

• Do regular reminders during the program to refocus your employees’ attention on the goals.

• Recognize participants in a public way.

• Some programs will give rewards out periodically instead of waiting to give them all at the end.

• Post results in a public area.

• Plan a few regular reminders for managers or supervisors.

• If you start it, finish it.

Reward and Recognition Program Tips

Group Discussion

Cracking the Code Within Your Own Operations

Personal Action Plan

• Consider your own organization, and answer the following questions:

1. I will share the following customer service expectations with my team:

2. By the following deadline:

3. I have identified the following steps I want to take from the session to implement going forward to sustain a customer service culture:

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#IPIConf2015

Cracking the Code – Sustaining a Customer Service Culture

Vicki PeroPrincipal, Marlyn Group LLC

July 1, 2015