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Coaching and Creating an INSPIRE Customer Service Experience
Strategic Vision Engage & Learn The Voice of YOU
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INSPIRE Customer Service Agenda
Leadership Vision and Workshops Objective CS Survey Results Coaching and Modeling INSPIRE Share INSPIRE Model Examples The Road Ahead for DET Customer Service
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In a study of 703,041 respondents, Inspires and Motivates is rated as Most Important
Manager Peer Direct Report Self Other Total Inspires and Motivates Others 24121 77955 101716 22147 4278 268717 Displays High Integrity and Honesty 17240 80837 97856 18931 48821 263685 Solves Problems and Analyzes Issues 20833 89035 82426 17707 5035 260346 Drives for Results 27753 87788 68443 21052 44863 249889 Communicates Powerfully and Prolifically 18601 82412 81293 17381 47377 247064 Collaboration and Teamwork 20786 86092 70725 15777 45900 239280 Builds Relationships 17120 74064 65420 15414 38824 211942 Technical or Professional Expertise 17035 73031 53446 12170 37202 192884 Develops Strategic Perspective 13469 59000 54022 13641 32752 172884 Develops Others 12529 39334 58898 10920 21021 142702 Takes Initiative 12831 47748 35906 7873 25733 130091 Champions Change 10103 38658 33502 8149 21031 111443 Innovates 8984 39193 32167 7675 20212 108231 Connects the Group to the Outside World 5740 30325 31827 4552 16932 89376 Establishes Stretch Goals 7429 23109 22573 4342 11570 69023 Practices Self-Development 4829 16931 19720 3462 7885 52831 The Inspiring Leader WorkshopTM © 2012 Zenger Folkman
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Mean Scores for the 16 Differentiating Competencies
The Inspiring Leader WorkshopTM © 2012 Zenger Folkman
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What Creates A Single Common Path?
Pinch Point Pinch Point T PE OG PD SP CG B B Individual or Customer Path Organization Path $ $ What Creates A Single Common Path?
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INSPIRE a Positive Customer Experience
Start Here The Team/ Customer Model Involvement We create a positive customer experience when…….. Excellence Notice 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 Results Standards I Can Philosophy
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Coaching A Positive Customer Experience
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DET Leadership INSPIRE Vision Share
Excellence Standards Involvement Philosophy Results Notice I Can
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Customer Service Survey
3.0 Action Plan: BRM Roles INSPIRE Model Listening Sessions Metrics Workshops 2.2 2.8 Improved Collaboration & Communication
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INSPIRE Customer Experience
Start Here The Team/ Customer Model Involvement Excellence We communicate to customers and co-workers with integrity and honesty We understand the value proposition to our customer and each other We don’t use blame, we learn from mistakes and act with resolve Notice We listen first, seek to understand We are empathetic, and engage in pro-active communication 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 Standards Results We are dependable, always responding with a sense of urgency We invest time with things that matter to our customers We use metrics to measure our performance Philosophy I Can We always share the rationale for our policies and standards We always show we care by having an I Can attitude towards co-workers and customers
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DET Town Hall INSPIRE Process Share
Excellence Standards Involvement Philosophy Results Notice I Can
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Bureau Directors INSPIRE Process
Excellence Standards Involvement Philosophy Results Notice I Can
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Bureau Directors and Section Chiefs
Excellence Standards Involvement Philosophy Results Notice I Can
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4-for-4 Approach Process Flows and Metrics that Work
Employee Voice Leadership and Coaching Organizational Vision Organizational Vision Leadership and Coaching Effective A employee voice Constructive Process flows and metrics that work Constructive Effective
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9-Opportunities for Managers to Engage
Emotional Connection Consistent Communication Staff Development Innovative Setting Stretch Goals Change Champion Collaboration Taking Initiative Clear Vision
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8-Opportunities for Staff to Act
Display Enthusiasm Build Listening Skills Understand Others Know Technical Process Change Champion Build Collaboration Know Organizational Process Provides Transparency
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Where do you spend most of your time?
Source: Gartner (April 2015)
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Happy = Happy = Happy Employees Happy Customers - Tim Smith
I’m Motivated and Inspired Inspiring Employee Engagement Happy and Satisfied Customers Growth/ Success/ Making a Difference Happy = Happy Happy Employees Happy Customers = - Tim Smith
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Manager’s Share INSPIRE Models
Excellence Standards Involvement Philosophy Results Notice I Can
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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
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Notice Be a proactive communicator DET Team Standard: Bureau Director:
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 customer’s 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
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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 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 questions, or intend to transfer their request to another department. I will also follow-up via to confirm expectations
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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.
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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
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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
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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
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What INSPIRES A Single Common Path?
Pinch Point Pinch Point T PE OG PD SP CG B B Organization Path Individual Path $ $ What INSPIRES A Single Common Path?
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Customer Service Transformation
Sustainable Change
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INSPIRE Communication
Start Here Involvement 7-8-15 The Me! Model Know the process Collaborate Know your personal brand Notice Excellence Listen Seek to understand Acknowledge positives in Me! Update/share strategy internally Celebrate your success Customers are INSPIRED when I… ME!! Standards 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 Organized priorities for Me! Written process for expected behaviors for Me!! Results Metric driven Continuous evaluation Share success vision internally Philosophy I Can Shares rational for standards internally/externally Share your experiences/vision Planned process when standards variation occur Alternative plan created
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