1. Professional Development Classified Staff Developed and Facilitated by: Jan Dwyer Bang, MBA, CSP Creating a Culture of Service

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

9. What’s Happening in your World District wide down sizing in secretarial areas Dealing with phones and drop-in’s Juggling phones and a line up of people at the front desk Tight deadlines People who can’t end conversations Dealing with different work styles Unreasonably demanding and angry parents

10. Other Factors How to maintain a positive attitude with all the hats that I wear How to accept the fact that I cannot “do it all”

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

13. Customer Service Self-Assessment

14. 090 00 2 876543215 1 004987654321039876543210987654321021987654321098765432100 HoursMinutesSeconds Share your results with a neighbor

15. Moments of Truth “Everyone is trying to accomplish something big, not realizing that life is made up of little things.” -Frank A. Clark

16. You achieve customer satisfaction, retention, loyalty by exceeding what customers anticipate in positive ways. -50 Powerful Ideas You Can Use to Keep Your Customers, Paul R. Timm, Ph.D.

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

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

19. Begin and End each interaction on the human level

20. Human and Task Needs Scenarios

21. What Makes Service Challenging? (From Selling the Invisible, Harry Beckwith) People tend to take it personally when there is a service breakdown. As products become more homogenous, the core of the product is the service itself. Service is dependent upon the imperfect, unpredictable, inconsistent human being delivering it!

22. Why Customers Quit 3 percent move away 5 percent develop other friendships 9 percent leave for competitive reasons 14 percent are dissatisfied with the product 68 percent quit because of an attitude of indifference toward the customer by the owner, manager, or some employee From How to Win Customers & Keep Them For Life, Michael LeBoeuf, Ph.D.

23. 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.

24. Impact of what YOU are doing!

25. 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

26. Who are your customers?

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

29. “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

30. 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

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

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

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

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

37. 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

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

39. Two In-Class Exercises 1.Identify the critical elements of Service Culture in your Work Environment 2.Create a vision for Tacoma Public Schools

40. PEP Assignments DISC Customer Service Action Planner Culture of Service Assessment Answer the questions – 1-2 page response per question Recommended: Selling the Invisible by Harry Beckwith An excellent Resource: A Culture of Service by David E. Reed

43. Foundation: Your Mission Statement The more your values, talents, and passion are brought into the workplace, the greater your contribution will be and you will be more engaged, innovative, and committed at work.

44. AGENDA for Session 2 Action Planners Turned in for Competency Action Planners Debrief Quick Review from Session 1 Elements of Service Culture 2 In-Class Group Exercises

45. Action Planners Debrief Turn to your neighbor and share what you learned Be sure to look at the Additional Resources Pages that were emailed to you

46. Quick Review 1.What is a moment of truth? 2.Describe the human and business element as they relate to service. Why is the human element is important? 3.How do we build bridges by matching customer’s styles? 4.What are the 5 dimensions of service? 5.Why is creating a service culture so important? 6.What are the elements of a service culture? 7.What are the benefits of a service culture to a team?

47. What is a Mission Statement? Helps you clarify your purpose and meaning in life Describes what is important to you Guides your daily decisions Provides focus

48. 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.

49. There are Questions that must be answered! How will our “customers” see us act 3 years from now? How will the people we contact throughout the day be treated?

50. Vision of Service Core Values Assumptions Customer Feedback Organization’s Mission

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

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

53. 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)

54. 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

55. 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)

56. Action Planner – answer questions on page 6 – email to me by tomorrow Competency Homework – Due Dec 12 th 1.Answer the questions 1-4 (1-2 page responses each question 2.Complete the Service Culture Assessment 3.Create a 2-3 page Action Plan – answering the 3 questions 4.Email to Jan@JanDwyerBang.com

57. Team Training Next class – Team Training (1/23, 1/30, 2/13)

58. Professional Development Classified Staff Developed and Facilitated by: Jan Dwyer Bang, MBA, CSP Creating a Culture of Service