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Customer Service Audit

July 17, 2006

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Task Force Membership

18 Internal & External Representatives• Parents• Teachers• Support staff• Principals• Community members• School Board• Administrators

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Purpose

• To explore (audit) the quality of encounters/exchanges between school district employees and our many publics.

• To present a recommendation to the superintendent and provide a report to the School Board based on the above findings.

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Shared Vision

Excellent customer service is an experience that recognizes and exceeds diverse expectations through respectful and responsive communications.

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Goals

• To use the sampling of our District sites as a learning tool to help us achieve our shared vision for the District.

• To gather information across the District and make universal observations and recommendations to achieve excellence in customer service.

The information we are presenting is a summary of the findings/results of the audit.

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Consultant

Turning Point Solutions (TPS)

TPS works exclusively with school districts across the country helping them analyze, improve and standardize customer service through customer service evaluations or audits.

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Methodology

Sampling of 11 Buildings (randomly)

6 elementary

2 junior high

2 senior high

1 Educational Service Center

East and west

Small, medium and large buildings(300-499, 500-699, 700+ enrollment)

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Methodology

Site Visits Trained local auditors – Two visits/site Enrollment information request Evaluation criteria

Weighted value Location 1 Office Environment 3 Personnel 4 Information 2

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Methodology

Rubric – Site Visits(Potential score ranges from 0-10Standard for excellence = 10 points)

Location School building and office are clearly marked and visible from road or parking lot.

Office Environment Bright lighting, open floor plan with comfortable waiting area, school or district mission displayed, awards & student work on display, clean odor-free office, clean carpet, courtesy phone available.

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Methodology

Rubric – Site Visits(Potential score ranges from 0-10Standard for excellence = 10 points)

PersonnelService person greets visitor with smile quickly and is friendly; name of service person is provided during introduction; on badge, desk plate, dressed in appropriate and professional attire; listens carefully without interrupting; asks clarifying questions; tone of voice communicates desire to help; gives customer full attention; service person is articulate; attitude of servant-hood; customer feels welcome to return.

InformationAccurate and thorough information delivered in a prompt manner; information is readily accessible, hard copies may be available or service personnel may write down information for visitor; provides more information than is requested.

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Example

Location 7 x 1 = 7

Office Environment 10 x 3 = 30

Personnel 8 x 4 = 32

Information 7 x 2 = 14

83 points

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Methodology

Telephone Calls

Enrollment & volunteer information request

Calls – morning, afternoon, after hours

Evaluation

Weighted value

Accessibility 3

Personnel 3

Information 3

Night Service 1 Bonus

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Methodology

Rubric – Telephone (Potential score ranges from 0-10Standard for excellence = 10 points)

AccessibilityCustomer reaches a live person quickly; ability to reach someone with minimal automated message or queue time, no voice mail required.

PersonnelGreets customer with cheerful, professional and confident tone of voice; greeting includes identification of school or department, personal introduction, and an offer of service; representative offers further help and encouragement to call again; representative probes for other ways to assist; provides phone number if transfer is necessary and thanks the customer for the call.

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Methodology

Rubric – Telephone (Potential score ranges from 0-10

Standard for excellence = 10 points)

InformationInformation is accurate and thorough; delivered in a prompt and efficient manner; information is readily accessible without transfers or being placed on hold; more information is provided than requested.

Night Service Bonus

If night service message was available, 10 pts were granted.If not, 0 pts were granted.

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Example

Accessibility 10 x 3 = 30Personnel 8 x 3 = 24Information 8 x 3 = 24Night Service Bonus 10 x 1= 10

88 points

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Methodology

Email

Targeting 10 principals that were part of the audit sample, and eleven staff identified as director and superintendent

Volunteer and substitute teaching information request

EvaluationLength of response time, friendliness, accuracy of information (no rubric)

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Findings

Summary Statement

The audit concludes that Osseo Area Schools is doing an above average job in some aspects of customer service.

“Osseo representatives have helpful attitudes; they are willing to help others and to go beyond the call of duty. It appears that the main It appears that the main drawback is the lack of knowledge and drawback is the lack of knowledge and experience in good customer service practicesexperience in good customer service practices.”

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Findings

Site visits

Score range 71-89

Telephone

Score range 54-91

Email

Score range no rubric

(40 – 50% response rate)

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Findings

Site Visit Average Score Potential score Actual score

Location 10 9.8

Office Environment 30 23.1

Personnel 40 31.0

Information 20 14.3

Total 100 78.2

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Findings

Telephone Average ScorePotential score Actual score

Accessibility 30 27.2

Personnel 30 22.4

Information 30 20.9

Night Service 10 8.2

Total 100 78.7

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Findings

As we stated, we are doing an above average job in some areas of customer service; however our goal is to achieve excellence in customer service across the district.

We believe we can achieve this goal with a few modifications to our customer interaction and attention to our facilities.

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Findings

Customer InteractionsWelcome IntroductionInterestInformation Communications

Facilities SignageParkingBuilding environment

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Customer Interactions

We want to do better in these areas:Welcoming – Making visitors feel welcome with a smile, body language, and a friendly tone of voice.

Introduction – Personal introduction and name tag/name plate.

Interest – Showing genuine concern or interest.

Communication – Giving full attention; listening and communicating clearly. Being patient and not rushed.

Information – Providing complete, accurate, consistent and timely information. Providing written process and procedures, whenever possible.

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Facilities

We want to do better in these areas:SignageExterior – in surrounding area providing direction to school; on school grounds providing direction to the main entrance.

Interior – within the school providing direction to the office

ParkingAdequate, designated visitor parking

Building EnvironmentDisplay of student art, display of school and/or district mission and vision statement, providing appropriate waiting area with courtesy phone and parent information.

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Recommendations

Customer InteractionsCreate a summarized version of the audit as a self-assessment tool for all building staff to be implemented in the 2006-07 school year.

Conduct customer service training for all front-line staff, those working directly with the public including secretaries, volunteer coordinators, principals, administrative assistants, guidance counselors.

Incorporate into training the answers to the most frequently asked questions about the district. Provide information packets for all staff.

Incorporate customer service standards into all trained employee evaluations subsequent to staff training.

Develop a plan to implement the above recommendations that includes an evaluation tool.

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Recommendations

FacilitiesImprove our customer service rating by addressing the items identified in the audit under facilities including signage, parking and building environment.

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Customer Service Task Force

Thank you