1. For Human Resources Department Developed and Facilitated by: Jan Dwyer Bang, MBA, CSP Service Culture: Why? What is it?

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

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

4. Customer Service Self-Assessment

5. 090 00 2 876543215 1 004987654321039876543210987654321021987654321098765432100 HoursMinutesSeconds Share your results with a neighbor

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

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

8. Begin and End each interaction on the human level

9. Human and Task Needs Scenarios

10. 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.

11. Impact of what YOU are doing!

12. Who are your customers?

13. The HR Department Brand

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

15. “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

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

17. 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

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

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

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

21. What your Client is looking for… 1.Can I rely on you? 2.Can I trust that your work will be done on time and within budget? 3.Do you take pride in your work?

22. What your Client is looking for… 4.Am I recognized as an individual? 5.Am I important?

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

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

27. 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

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

29. Create a vision for Tacoma Public Schools HR Department

30. TOOLS 1.Your own self assessment on Service (Page 22 – participant material) 2.DISC Customer Service Action Planner 3.Culture of Service Assessment

31. 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

33. 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.

34. How will our “customers” see us act 3 years from now? How will the people we contact throughout the day be treated? What do you want the HR Department at TPS to be known for?

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

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

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

38. 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)

39. 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

40. 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)

41. For Human Resources Department Developed and Facilitated by: Jan Dwyer Bang, MBA, CSP Service Culture: Why? What is it?