For Human Resources Department Developed and Facilitated by: Jan Dwyer Bang, MBA, CSP Service Culture: Why? What is it?

Background of Customer Service Reduced Budgets Less Staff More automated service Sophisticated customer base Technological advances

Stepping in the shoes of Your Employees How would your staff members rate their current service experience in your organization?

Customer Service Self-Assessment

HoursMinutesSeconds Share your results with a neighbor

Human and Business (Task) Element TaskHuman A given What can distinguish your school from other schools

We tend to “give out” what we desire - instead of what the client is looking for

Begin and End each interaction on the human level

Human and Task Needs Scenarios

Losing Customers Cost Us Money ! A typical business hears from only 4 percent of its dissatisfied customers. The other 96 percent just quietly go away and 91 percent will never come back. From How to Win Customers & Keep Them For Life, Michael LeBoeuf, Ph.D.

Impact of what YOU are doing!

Who are your customers?

The HR Department Brand

“A brand is a vibrant picture that exists in consumer’s minds.” -Branded Customer Service by Janelle Barlow and Paul Stewart

“When service is branded and combined with a solid product/service offering, you have a winning combination that will reduce the impact of your competitors.” -Branded Customer Service by Janelle Barlow and Paul Stewart

“A brand is a vibrant picture that exists in consumer’s minds.” -Branded Customer Service by Janelle Barlow and Paul Stewart

From the customer’s point of view… 1.They are buying our “whole experience” 2.They are looking to see who adds the “most value” 3.They are looking for exceptional, consistent service Adapted From The Wow Factory- Creating a Customer Focus Revolution in your Business by Paul Levesque

“A brand is a vibrant picture that exists in consumer’s minds.” -Branded Customer Service by Janelle Barlow and Paul Stewart

“A brand is a vibrant picture that exists in consumer’s minds.” -Branded Customer Service by Janelle Barlow and Paul Stewart

“A brand is a vibrant picture that exists in consumer’s minds.” -Branded Customer Service by Janelle Barlow and Paul Stewart

What your Client is looking for… 1.Can I rely on you? 2.Can I trust that your work will be done on time and within budget? 3.Do you take pride in your work?

What your Client is looking for… 4.Am I recognized as an individual? 5.Am I important?

Make it a goal to apply these service dimensions in every client interaction

Benefits of a Service Culture to a team: 1.Service Consistency 2.Continual Improvement 3.Increased engagement

Elements of a Service Culture 1.Develop a service vision. 2.Inspire learning at every level. 3.Align your systems to support your service culture

How to Create a Service Culture Vision Service Standards Recognition Program Feedback Measurement

Create a vision for Tacoma Public Schools HR Department

TOOLS 1.Your own self assessment on Service (Page 22 – participant material) 2.DISC Customer Service Action Planner 3.Culture of Service Assessment

PPT 4-2 PPT 4-3 PPT 4-4 Thoughtful Steadiness Accepting Influence Accepting Active Questioning Dominance PPT 4-7 Influence Active Dominance Questioning Conscientiousness Direct, results-oriented Expressive, Relationship Analytical, DeliberativeSupportive, cooperative

Definition: Vision: A clear, compelling, magnetic and galvanizing mental picture of a desired future state. It tells a compelling story of the future. It is an image that EVERYONE enthusiastically embraces. It is an image that matters to everybody. It is something that each of us can live every day.

How will our “customers” see us act 3 years from now? How will the people we contact throughout the day be treated? What do you want the HR Department at TPS to be known for?

Vision of Service Core Values Customer Feedback Organization’s Mission

Example of a Vision of Service At Seattle’s Union Gospel Mission, we seek to

Service Standards Measurable objective benchmarks that every person strives for Service standards – general & specific Specific, Measurable, realistic

Recognition Program People are motivated with recognition Anyone can recognize excellent service People can be recognized in various ways (newsletter, all-staff meetings, department meetings, etc)

Feedback Are you hearing from your customers? Feedback for internal customers (Climate Survey) Feedback for external customers Make it easy for customers to give feedback Say thank you When possible, share with customers how you changed service based on their feedback

Measurement “What doesn’t get measured, doesn’t get done!” Are people being held accountable to the vision of service and standards of service? How can we measure quality service? Look at every touch point and ask yourself, “How can we make this service better?” Processes and Systems (Templates)

For Human Resources Department Developed and Facilitated by: Jan Dwyer Bang, MBA, CSP Service Culture: Why? What is it?