1. Pre – Session Activity Using the sticker dots on the tables, place a dot on each activity posted on the wall that you are doing to crack the customer service code where you work.

2. Download the IPIConf2015 free app now #IPIConf2015 Cracking the Code – Sustaining a Customer Service Culture Vicki Pero Principal, Marlyn Group LLC July 1, 2015

3. Download the IPIConf2015 free app now #IPIConf2015 Cracking the Code – Sustaining a Customer Service Culture Vicki Pero Principal, Marlyn Group LLC July 1, 2015

4. Cracking the Code Management Consulting Firm located in Worthington, Ohio — We serve over 50 small to mid-sized companies in the areas of Organizational Development, Leadership, and Employee Performance 18 Year Professional Parking Career — Experience in Operations, HR, Training and Audit — Hold CPP, DISC and SPHR designations — Active in IPI, GPC, NPA and WIP Vicki Pero, Principal, The Marlyn Group

5. Survey Says

6. Cracking the Code Customer Service Culture Culture and Expectation s Recruiting Onboarding Training

7. Culture What Are the Customer Service Expectations?

8. Culture Do Policies & Procedures Make It Easy to Deliver Exceptional Service?

9. Culture The Employee Experience Uniforms and equipment Training Support Value of feedback Do As I Say, Not As I Do

10. Recruitment and Hiring – Ideal Profiles Recruiting Identify Ideal Profile Employee survey Local census data Employee exit data Profile Comparison Job description Job ads Interview questions

11. Evaluate technical and behavioral skills Recruiting

12. The Group Interview Recruiting One session, many hires 90 minute sessions Company overview Job overview Group activities Keys to success Two facilitators Consistent schedule Constant contact

13. Onboarding

14. Consistency Between Recruitment and Actual Job

15. Onboarding

16. Help New Employees Manage Through Key “Firsts” First administrative problem. First car parked. First mistake. First transaction. First win. First constructive feedback. First damage claim.

17. Training Classroom Sessions

18. Training Huddle Meetings

19. Training Provide Feedback Earlier referenced survey of 584 working Americans, 58% hadn’t received any kind of useful feedback in the past 6 months

20. Training Complement huddles Recap customer service commitments Reminder of less frequently used or more complex procedures Posters and Manuals

21. Training Praise and commendation from managers was rated the top motivator for performance, beating out other noncash and financial incentives, by a majority of workers (67%) (McKinsey Motivating People, Getting Beyond Money, 2009) Show me the money…or maybe just a pat on the back

22. Training Reward and recognition program options — Measured — Peer to peer — Points system

23. Training Obtain feedback from employees when selecting rewards. Promote the program ahead of rolling it out. Make sure all employees have the opportunity to participate. Do regular reminders during the program to refocus your employees’ attention on the goals. Recognize participants in a public way. Some programs will give rewards out periodically instead of waiting to give them all at the end. Post results in a public area. Plan a few regular reminders for managers or supervisors. If you start it, finish it. Reward and Recognition Program Tips

24. Group Discussion Cracking the Code Within Your Own Operations

25. Personal Action Plan Consider your own organization, and answer the following questions: 1. I will share the following customer service expectations with my team: 2. By the following deadline: 3. I have identified the following steps I want to take from the session to implement going forward to sustain a customer service culture:

26. Download the IPIConf2015 free app now #IPIConf2015 Cracking the Code – Sustaining a Customer Service Culture Vicki Pero Principal, Marlyn Group LLC July 1, 2015