Anson County Customer Service Program Overview Disney’s Approach to Quality Service

First – Why?? Why should we care about customer service? What inspires us to exceed expectations?

Possibilities Pride – Personal, Community Service to friends, family, neighbors Those you serve will probably be serving you Economic Development

Guestology – Service Cycle

Service Theme Defines the organization’s purpose Aligns the purpose with customers’ expectations Communicates that alignment to the employees This is the Mission Statement wearing work boots

Service Theme – Simply put Answers these questions: What is our product/service? How do we deliver it? To whom do we deliver it?

Disney’s Service Theme - Evolution 1955 We create happiness 1971 We create happiness by providing the finest in family entertainment 1990 We create happiness by providing the finest in entertainment for people of all ages, everywhere

Service Theme – Does it fit?? Defines the organization’s purpose Aligns the purpose with customers’ expectations Communicates that alignment to the employees

Service Theme – Anson?? Do you have a service theme? Can you define the organization’s purpose? Does the purpose meet customer/citizen expectations Does management/trustees communicate that theme/expectation to employees?

Service pyramid

Service Standards - Defined Translates the Service Theme into actionable items Sets organizational and cast parameters for decision-making Prioritizes the details of service delivery Allows for consistent measurement of service delivery These are the “operating standards”

Service Standards - Disney Courtesy – respecting the emotions, abilities and cultures of each person Efficiency – smooth operation of parks using systems that allow for this Safety – provides for the welfare of guests Show – creates a seamless experience for the guests

Service Standard Discussion Question Which Service Standard is the most important? Courtesy Safety Efficiency Show What happens when two of these Standards are in conflict? Do these need to be prioritized? What is the MOST important?

Service Standards – Anson?? Do you have service standards? Are there priorities for service delivery? Are you measuring service delivery? Are you measuring service quality/satisfaction? Do standards help set priorities?

Service Standard Discussion Answer Which Service Standard is the most important, and why? Safety Courtesy Show Efficiency

Where are we now

What’s are we missing?

Service Standards What Disney delivers – Service Standards Courtesy Safety Show Efficiency

Service Standards Delivery Systems How Disney delivers on the standards Cast Employees, human resources Setting Physical and virtual resources Process Policies, procedures, tasks and events

Guestology – putting it all together

Service Standard Matrix Where Service Standards cross Delivery Systems How we deliver Cast Setting Process What we deliver Safety Courtesy Show Efficiency

Service Standard Matrix Restaurant Arrival Experience Example How we deliver Cast Setting Process What we deliver Safety Know the floor plan for crowd control and manage congestion. Wheelchair access. Waiting areas for crowds Traffic flow, evacuation plans Courtesy Greeting, information, matching Guest with server Entertainment on TV monitors in waiting areas Identify special needs, accurate and prompt reservations Show Product knowledge, appropriate behavior and appearance Bar is visible, sections revealed sequentially Waiting area themed to restaurant Efficiency Product knowledge, product updates with servers Menu organized by course, separate menu Clear traffic flows, balanced menu design.

Anson Service Standard Matrix Opening questions for consideration How we deliver Cast Setting Process What we deliver Safety Are the employees made to feel safe and secure as your customers? Are your physical resources fail-safe? Are your processes proactive and reactive? Courtesy Do your employees treat customers as VIP’s (Very Individual People) Does your environment make customers feel comfortable? Do your processes communicate that you care? Show Do your employees understand the concept of stage/backstage as well as good show/bad show? Does your environment enhance your image? Do your processes enhance show readiness? Efficiency Do your employees have access to important information? Does the environment anticipate customer flow? Are your processes designed for your convenience or the convenience of your customers?

Implementation Example

Customer Service Team South Piedmont Community College Service Theme Service Standards Delivery Matrix

Service Theme - Definition Answers these questions: What is our product/service? How we deliver it? To whom do we deliver it?

Service Theme - Definition What is our product/service? How we deliver it? To whom do we deliver it?

SPCC Service Theme South Piedmont Community College delivers high-quality education and training through traditional classroom, online environments and customized settings/locations

Service Theme - Definition What is our product/service? How we deliver it? To whom do we deliver it?

SPCC Service Theme South Piedmont Community College delivers high-quality education and training through traditional classroom, online environments and customized settings/locations to the residents of and visitors to Union and Anson Counties.

Service Theme - Definition What is our product/service? How we deliver it? To whom do we deliver it?

SPCC Service Theme South Piedmont Community College delivers high-quality education and training through traditional classroom, online environments and customized settings/locations to the residents of and visitors to Union and Anson Counties.

SPCC Service Theme South Piedmont Community College delivers high-quality education and training through traditional classroom, online environments and customized settings/locations to the residents of and visitors to Union and Anson Counties.

Service Theme & Service Standards

Service Standards Definition Translates the Service Theme into actionable items. Sets organizational/departmental parameters for decision-making. Prioritizes the details of service delivery. Allows consistent measurement and delivery of service.

SPCC Service Standard Delivery Systems What we deliver… Superior Performance Consistent with Customer expectations

SPCC Service Standard Delivery Systems How we deliver service… Staff Process Culture Customs

Service Standard Matrix How we deliver Staff Process Culture/Custom What we deliver Superior Performance Consistent with Customer Expectations

Service Standard Matrix What How Staff Process Culture/Custom Superior Staff has professional appearance Staff has professional demeanor Staff is welcoming, supportive, knowledgeable Hire right Ongoing appropriate Training Forum for an open exchange of ideas Staff relates to one another as ‘colleagues in service’ Employees see SPCC as a great place to work All staff (PT/FT) treated equally Performance Staff and Institutional performance goals incorporate the Service Standards Constant reminders of service standards Ongoing review for best practices Customer Feedback loop and reports for all to review Campus/classroom are clean and ready to deliver service Rapid response to customer queries Classrooms/grounds/campus is conducive to learning. Services available in varied formats convenient to customer. Consistent with Staff seeks and reviews customer feedback Annual goals See a job, do a job Timely response to customer service feedback Measurement/feedback/surveys are ongoing Regular review and dissemination of customer data Address feedback with measurable improvements Customer Expectations Staff has outlet to channel customer feedback Department Level review of customer issues Ongoing review of customer data We ask, “how are we doing?” “How can we be better?” SPCC has a reputation for superior customer service.

Assessment/Measure Success Student Success Division – Adopting Customer Service Survey Workforce Development – Has online Customer Evaluation Mentoring Team – Surveyed for success of program

A story of extraordinary service Iron the shirt A story of extraordinary service