Working with Citizens: Delivering Great Service to Residents

and Customers

Prepared and Presented By

Alan VandehaarIowa State University Extension & Outreach

July 16, 2013

1

Topics for Today

• Customer Service - Customer Satisfaction• What are the barriers to good service?• What is our attitude? The office attitude?• What does the customer want?• Dealing with difficult people – behaviors• Difficult situations in city government• Working toward customer satisfaction• Building a service culture

Who are our customers?• Important to recognize all our customers:• Internal– _______________– _______________

• External– _____________________________– ______________________________

Unique aspect of customer service in local government

• Contrasting private businesses and local governments, in delivering customer service

• How are citizens going to their city hall for service, different from a consumer going to a private business?

Unique aspects…• If I don’t like the products/service I get at my

city hall, what choice do I have? Where else can I go for my water supply?

• Citizens may be seen as ‘owners’ of the city, with vested interest, can’t go elsewhere for city services

• Citizens may have an ‘entitlement’ view that city staff ‘work for them’.

What would people say about the service provided by your city office (city hall)?

Service & Satisfaction: defined

• Customer Service – provision of service to customers before, during, after a purchase; Designed to enhance ________ __________

• Customer Satisfaction – measure of how well a product or service meets a customer’s ____________; the __________ that service has met the customer’s expectations

What are the barriers to providing excellent customer service?

Barriers to Excellent Service a short list

1. Service not identified as a ______, no explicit policy that good service is important

2. No regular discussion by staff on ____ service situations, training, goals, etc.

3. ___________, unmotivated staff4. Not __________ to the customer5. City may not view itself as needing to give

good service, unlike a private business

Payoff from Excellent Service

For customers:- Get what they ______- Achieve customer ____________,

expectations met

Payoff from Excellent Service

For you, your staff at city hall:- Satisfaction that customers served well- More pride, value in your work; enjoy work

more- Feel appreciated by customers/citizens- Creates a more desirable work environment- Should recognize and reward those who give

great service

Payoff from Excellent Service

For you, your staff at city hall:- Satisfaction that customers served well- More pride, value in your work; enjoy work

more- Feel appreciated by customers/citizens- Creates a more desirable work environment- Should recognize and reward those who give

great service

Payoff from Excellent Service

• For the city (city hall):- Creates better work environment- Creates a enviable reputation, respect and

more professional environment- Make it a more desirable place to work- Is cost effective with less mistakes

Dealing with Citizens/Customers

• What are customers’ expectations?

• When you, as a customer, have a problem with government or a business, what do you want them to do? What are your expectations?

Service

• What would the customer like from you?

- To _______ to them- ________ their questions- _______ their problem (as quickly as possible)

Customer Service Standards:Specific, Measureable, Reasonable

• What are your office customer service standards? List:

How do you measure your customer service standards? (to know if we are improving over time) – measurements:

Service StandardsBasic service expectations:1. _____ Smile or Frown2. Have ______________ in view3. G_____ the customer, ask ‘how can I _____

you’ in a helpful tone of voice4. Everyone answers phone with your adopted

____________5. Apologize if you made a ________

Example of a Service Standardhttp://www.rockvillemd.gov/government/custserv.htm

• Standards Covering All Customer Interactions• “Customers have a right to expect ...”• Courtesy, respect, honesty and professionalism.• That the staff person will listen to their

request/question, ask for clarification if necessary, and provide complete, knowledgeable, accurate, precise information regarding their inquiry.

• The staff person will make a reasonable effort to provide information about the City and, as appropriate, other outside agencies related to their department’s/division’s function.

For great service environment, two key factors are essential:

1. People , trained, with good _______and skills who ______ to work with other_______

2. Procedures (policies) on how to ________customer service questions, issues, known by staff and _________and discussed by staff from time to time

What you can do to build a great service environment

1. Give each customer your full attention2. Take their issue seriously. Customer service is

not about you – it’s about the customer3. Your work is important, you should take pride

in doing a good job. You are helping people solve problems.

4. Your sincere attitude (empathy) will make the customer feel you are helping them.

Why do customers get upset

1. I_____________2. N________ attitudes3. Not l_________4. R_________5. Didn’t ______ _______ as promised

How can we address the reasons customers get upset?

1. Train staff on importance of customer service2. Better communication among staff on

customer service information, goals3. Utilize technology4. All staff go through orientation and training

on customer service5. Better communication, coordination in your

department and between departments

6. Clear communication to the public/customers on which departments do what in city gov. and clear signage in city buildings to find depts.

7. Good customer service is recognized and rewarded on regular basis, e.g. monthly, quarterly.

Difficult Customer Behaviors

WHAT do we do with ---• Know-it-alls• Complainers• People who can’t make a decision• Those who run over you to get to someone else• Explosive, dominating personalities• Saboteurs

Strategies to Deal with Difficult Behaviors

Strategies:

1. Stay calm (don’t take it personally)2. Let customer vent3. Show empathy (recognize other’s feelings)4. Restate the problem5. Work to find agreement, and a solution, on

the issue

Words to avoid in dealing with difficult customer behavior

• I _____ do that; we _____ do that• It’s our policy• No, I don’t• You should have• Why didn’t _____• I _____ know• ______ have to

Words to use in dealing with difficult customer behavior

• Here’s what we can do• I understand why you• I can see why• Can• I will find out• The best option, I think

Resolving Problems

1. Acknowledge the problem2. Apologize, “I’m sorry this happened” 3. Work on a solution 4. Tell customer – “ This is what I am doing to fix

the problem”.5. Follow up with customer (as promised)

Difficult Situations• Customer calls and is loudly upset at you over

water and sewer rates• Customer calls and is upset because they

received a different answer from someone else

• Customer has waited in line for 20 minutes, then it is discovered they don’t have correct information with them and will need to come back

• Negative-attitude people you work with

Consequences of problems not resolved

• When people have a good service experience how many people will they tell about it?

• When people have a bad service experience how many people will they tell about it?

• Reputation of you, the staff , the city

What customers want…

Feel appreciated as a customer and respected as a person

= Customer Satisfaction

What can you do to build customer satisfaction?

Three key elements:- ___________ with customer- Build/maintain their _____________- __________ to them

Empathize with customer

• Let customer know you listened and understand their issue/situation

• You can empathize with their emotion• You can empathize without agreeing

Build/maintain self-esteem

• Demonstrate interest• Treat them with respect• Use customers name• Don’t waste their time – work effeciently• Be friendly and courteous• Thank them

Listening

• If we listen, demonstrates we are interested in their issue/problem

• First step in resolving their problem

Your office service ‘team’

• All staff need to buy-in to providing good customer service.

• Must be office wide priority. Everyone needs to get on board

• Communicate expectations for good service

• Why is a good team member essential for the office to provide good service?

Characteristics of a great team

• Positive attitude• Like people• Commitment to providing good service• Knowledge of work and city• Knowledge of bigger picture

Keep it fresh

• How to keep service a top priority every day?

- Regular review of customer service issues, topics, etc. Same issues come up again?

- Training programs on new service techniques- Consider recognition, awards for great service

What would you like people to say about the service they get at your city hall?

Superior Service Culture

• Superior service is a priority throughout the city – from city council through all staff.

• Policies and procedures developed and followed on why and how to deliver good service

• Regular training on service and follow up on service standards