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

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

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

4. Guestology – Service Cycle

5. 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

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

7. 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

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

9. 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?

10. Service pyramid

11. 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”

12. 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

13. 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?

14. 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?

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

16. Where are we now

17. What’s are we missing?

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

19. 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

20. Guestology – putting it all together

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

22. 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.

23. 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?

24. Implementation Example

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

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

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

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

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

30. 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.

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

32. 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.

33. 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.

34. Service Theme & Service Standards

35. 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.

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

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

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

39. 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.

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

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