Participant Centered Services Engaged Staff. Agenda 1.Engaged Staff 2.Customer Service 3.Action Plan.

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Presentation transcript:

Participant Centered Services Engaged Staff

Agenda 1.Engaged Staff 2.Customer Service 3.Action Plan

Customer Service

“Customer service is not a department…it’s an attitude.” Customer service “is giving more than the customer expects…consistently.” Mac Anderson, Customer Love

Platinum WIC Participant Centered Services The California WIC Participant Centered Services Approach puts the WIC family at the center of everything we do and focuses on the strengths of participants, employees and community.

Essential Components Establishing exceptional customer service

Orange County’s Vision Statement Working Together for a Healthier Tomorrow

Your Agency’s Vision Statement

Team Vision

Team Vision Statement Write a complete sentence. Use all of the words selected by your team members.

Engaged Staff

Fully Engaged Employees Consistently strive to help others Do their very best Come to work energized Love their Job!

OUR CUSTOMERS EXTERNAL INTERNAL

It Takes Team Work To Make the Dream Work

Looking at Strengths

NameStrengthsContributions Rita Humor Keeps the morale up My StrengthsMy Contributions

Putting Strengths to Work What did you learn from this activity?

Attitudes are contagious. Is yours worth catching?

Creating Value Through Words

Challenging Situations

Employee Engagement Drivers What gets you off and running….

Drivers of Employee Engagement 1. Open Communication 2. Supportive Co-workers 2. Supportive Co-workers 3. Rewards and Recognition 3. Rewards and Recognition 4. A Culture of Teamwork 4. A Culture of Teamwork

Alternative Language Trigger Words No That’s our policy They You’re wrong You should Platinum Words

APL Project APL Project Academy for Participant-Centered Leadership

Staff Appreciation Campaign

Kudos Bags

ZOMBIE Employees Disengaged = ZOMBIE Employees Quiet Please… … Zombie at Work

Maslow’s Hierarchy Djna_mehta

Are Nice Participants Ruining Your Caseload?

Empathy

You never know when one kind act, or one word of encouragement, can change a life forever. Zig Ziglar

Build a Service Culture

Employee Golden Rule Treat employees the way you want the customer treated

You aren’t in the coffee business serving people, you’re in the people business serving coffee. Howard Schultz of Starbucks

Little Pack Goes to Camp

We are here to help everyone to achieve their goals. We just try to create an atmosphere where people feel valued, trusted, and respected….The magic happens when all these things come together. Nordstrom management team

The World’s Largest Online Retailer

People will forget what you say, but they will never forget how you make them feel.

Take Action! Plan a Platinum Service Culture for your agency Beginning...Tomorrow!

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