1. Welcome to Creating a Positive Customer Experience Observe Share Do

2. In a study of 703,041 respondents, Inspires and Motivates is rated as Most Important ManagerPeerDirect Report SelfOtherTotal Inspires and Motivates Others2412177955101716221474278268717 Displays High Integrity and Honesty1724080837978561893148821263685 Solves Problems and Analyzes Issues208338903582426177075035260346 Drives for Results2775387788684432105244863249889 Communicates Powerfully and Prolifically 1860182412812931738147377247064 Collaboration and Teamwork207868609270725157774590239280 Builds Relationships1712074064654201541438824211942 Technical or Professional Expertise1703573031534461217037202192884 Develops Strategic Perspective1346959000540221364132752172884 Develops Others1252939334588981092021021142702 Takes Initiative128314774835906787325733130091 Champions Change101033865833502814921031111443 Innovates89843919332167767520212108231 Connects the Group to the Outside World5740303253182745521693289376 Establishes Stretch Goals7429231092257343421157069023 Practices Self-Development482916931197203462788552831 2 © 2012 Zenger Folkman The Inspiring Leader Workshop TM

3. Mean Scores for the 16 Differentiating Competencies 3 The Inspiring Leader Workshop TM © 2012 Zenger Folkman

4. Agenda DET Customer Service Vision The Value of an Individual Act Customer Service Survey Score INSPIRE Model Flashcard Exercise What’s in it for you? 4

5. What Creates A Single Common Path? 5 Pinch Point Organization Path Individual or Customer Path $ $ OG SP B T B CG PE PD

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7. We create a positive customer experience when…….. we listen to customers and clearly understand their needs we are dependable and always respond with a sense of urgency our platform for success with customers and co-workers is built on mutual trust INSPIRE a Positive Customer Experience The Team/ Customer Model Excellence Results Involvement I Can Philosophy Notice Standards Start Here 6-23-15

8. DET Leadership INSPIRE Vision Share 8 Involvement Notice Standards Philosophy I Can Results Excellence

9. Customer Service Survey 9 Improved Collaboration & Communication Action Plan: BRM Roles INSPIRE Model Listening Sessions Metrics Workshops

10. We communicate to customers and co- workers with integrity and honesty We always share the rationale for our policies and standards We invest time with things that matter to our customers We use metrics to measure our performance We always show we care by having an I Can attitude towards co-workers and customers We listen first, seek to understand We are empathetic, and engage in pro- active communication We understand the value proposition to our customer and each other We don’t use blame, we learn from mistakes and act with resolve We create a positive customer experience when…….. we listen to customers and clearly understand their needs we are dependable and always respond with a sense of urgency our platform for success with customers and co-workers is built on mutual trust INSPIRE Customer Experience The Team/ Customer Model Excellence Results Involvement I Can Philosophy Notice Standards We are dependable, always responding with a sense of urgency Start Here 6-23-15

11. PAGE 11 Portal Business Plan 2014-15 DET Town Hall INSPIRE Process Share 11 Involvement Notice Standards Philosophy I Can Results Excellence

12. Bureau Director INSPIRE Vision Share 12 Involvement Notice Standards Philosophy I Can Results Excellence

13. Bureau Directors and Section Chief’s 13 Involvement Notice Standards Philosophy I Can Results Excellence

14. 4-for-4 Approach 1.Organizational Vision 2.Leadership and Coaching Effective 3.A employee voice Constructive 4.Process flows and metrics that work 14 Process Flows and Metrics that Work Employee VoiceLeadership and CoachingOrganizational Vision Effective Constructive

15. 9-Manager Opportunities to Engage 15 Emotional Connection Setting Stretch Goals Staff Development Consistent Communication Clear Vision Collaboration Taking Initiative Innovative Change Champion

16. 8-Staff Opportunities to Act 16 Display Enthusiasm Understand Others Build Listening Skills Provides Transparency Build Collaboration Know Organizational Process Know Technical Process Change Champion

17. Section Chief/Manager INSPIRE Process Share 17 Involvement Notice Standards Philosophy I Can Results Excellence

18. Me 18 Where do you spend most of your time? Source: Gartner (April 2015)

19. Involvement Communicate with integrity and honesty –DET Team Standard: Demonstrate we care by listening, seeking to fully understand customer requests before providing a response or suggested solution –Bureau Director: We will seek opportunities to understand our customers business and the nature of their service requests –Section Chief: When possible we meet in person with customers monthly to review their business needs –Individual: I use open ended questions when clarifying customer requests; or may rephrase a request if needed to connect 19

20. Notice Be a proactive communicator –DET Team Standard: Proactively contact customer via phone when service request is unclear or inaccurate –Bureau Director: We always contact a customer via phone when a service date changes to explain details –Section Chief: If a project or service request is delayed by more than 3-days customers and BRMs are contacted explaining the reason for the delay –Individual: When possible I will meet with the customer in-person to explain a project delay over 5 days 20

21. Standards We are dependable, and always respond with a sense of urgency –DET Team Standard: Own the customer service request or problem, and always provide a graceful hand-off if another source is needed to achieve resolution –Bureau Director: We respond to each customer email or service request within 24 hours of receiving the request –Section Chief: We communicate the process, date, and who owns a customer service request within 24 hours of receiving the request –Individual: I will contact a customer via phone within 5 hours of receiving a service request if I have question; If I transfer their request to another department I follow-up via email to confirm expectations 21

22. Philosophy Share the purpose or rationale for policies/procedures –DET Team Standard: Sharing the policy rationale/philosophy provides an opportunity to connect with customers –Bureau Director: We review our department policies annually to ensure they are meeting customer expectations –Section Chief: Each staff member understands the rationale for our key policies –Individual: Before responding “no” to an out of policy request I respectfully ask customers to clarify their need. 22

23. I Can DET objective is to create a positive customer experience with each customer interaction –DET Team Standard: Always communicate and I can attitude toward customers/co- workers –Bureau Director: There may be times when we are not able to say Yes to a service request; we always strive to provide alternative solutions to add value to a customer need –Section Chief: We have an escalation approval process in place for service requests outside the norm; requests are reviewed monthly –Individual: For most situations I have several pre-approved options I can offer customers; I track and report each out of policy request 23

24. Results Spend time with things that matter the most to our customers –DET Team Standard: Act with resolve to customer service requests, and always respond with a sense of urgency –Bureau Director: We communicate and explain the details of our service request escalation process to our customers –Section Chief: Each customer high priority service request is followed up with a phone call to clarify the nature of the urgency –Individual: If unable to deliver on an expected escalation date I seek assistance from my peers, then manager within 2 hours of receiving the service request 24

25. Excellence We understand our value proposition to our customer, and each other –DET Team Standard: Consistently acknowledge the value of co-workers, and the essential role they play in delivering a positive customer experience –Bureau Director: We meet as a team on a monthly basis to evaluate our team service delivery metrics –Section Chiefs: I meet weekly with staff to review escalated service requests, and acknowledge creative methods used to deliver a positive customer experience –Individual: I use on the spot recognition to my peers when witnessing great work and always thank customers for the opportunity to provide services to their business 25

26. Customer Service Flashcard Group Discussions 26 Involvement Notice Standards Philosophy I Can Results Excellence

27. What INSPIRES A Single Common Path? 27 Pinch Point Organizational Path Success Individual Path Fulfillment $ $ FB SP B T B CG PE PD

28. Customer Service Transformation 28

29. Know the process Collaborate Know your personal brand Shares rational for standards internally/externally Share your experiences/vision Metric driven Continuous evaluation Share success vision internally Planned process when standards variation occur Alternative plan created Listen Seek to understand Acknowledge positives in Me! Update/share strategy internally Celebrate your success Customers are INSPIRED when I… Respond to their request with a sense of urgency Seek to understand their service challenge or need Follow up and verify a solution is meeting customer expectations INSPIRE Communication The Me! Model Excellence Results Involvement I Can Philosophy Notice ME!! Standards Organized priorities for Me! Written process for expected behaviors for Me!! Start Here 7-8-15

30. Thanks for taking time to attend! 30