DELIVERING QUALITY CUSTOMER SERVICE BY

THINKING LIKE A CUSTOMER ACTING LIKE AN OWNER

The Power is Mine

Presented by: Cynthia Hamlet

Quality in a service or product is not what you put into it.

It is what the client or customer gets out of it.~PETER DRUCKER

Goal

Engage in interactive dialogue to create systems that make customer service less of a reaction but an action that is defined by circumstances!!!

We will not create a set of rulesWhy???

They don’t workWhy???

Excellent service starts with the attitude of the individual service provider

Good Customer Service

… is more than personal courtesy and a quality product. However, it cannot exist without these traits

We must go beyond traits and attributes and address customer service as a process, almost as if it were alive

Foundational Questions

What business are we in?

Why do our individual positions/we as employees exist?

BCPS Mission

To provide a quality education that develops the content knowledge,

skills, and attitudes that will enable all students to reach their

maximum potential as responsible, life-long learners and productive

citizens.

Blueprint for Progress

Mission supports vision

Goals – how we accomplish the mission

Indicators – explains how we will meet the goal

Strategies – what we will do to accomplish this

Job Description

… possess excellent human relations skills …

History of Customer Service in Schools

Community Support

Demanding policy climate

Parents

Activity

Customer services means…1. 2. 3. 4. 5. 6. 7.

Customer Service Means…

Doing ordinary things extraordinarily wellGoing beyond what’s expectedAdding value and integrity to every

interactionBeing at your best with every customerDiscovering new ways to serveSurprising yourself with how much you can

doTaking care of the customer like you would

take care of your family member

One Common Definition…NO…

Why isn’t there one common definition?

Challenges

Distractions

Issues

Concerns

Activity: Apples

THE ART OF CUSTOMER SERVICE

Think like a customer….Act like an owner

What do customers want?

Customers want…

You to pay attention to them

You to listen carefully to them

Fast service

How do owners act?

Owners… show excitement about their product and services

know that everyone is in sales

strive to become a resource for their customers

value their customers

know when to be flexible

BCPS Reality Check

Circumstances dictate our actions

Mission – to deliver consistent, outstanding customer service

Angry customer on phone or in person

Let customer vent

Show empathy

Ask questions

Resolve problem to the best of your ability

Disappoint a customer

Apologize first, then deliver news

End on upbeat note

Giving an estimate to a customer

Be conservative

Make sure you understand the question

When a mistake was made

Don’t look to blame; look for solutions

Acknowledge mistake and apologize

Give personal attention

Take ownership of the problem

Deadly statements

I’m having a terrible dayWe are short staffed todayI am only working half day todayThis job is really hardThe last parent was really a painThis is the third time this week that we’ve

had system problemsMy co-worker messed up!

In sync with your administrator

Is there one set of rules that will work in all schools/offices

No

Why

Link

KISS METHOD

What do you want me to keep doing?

What do you want me to improve?

What do you want me to start doing?

What do you want me to stop doing?

Who, what, where, when, why, how

Why should I care?Why should I help?What should I improve?Why is this important?When should I do this - now or at all?Why does my performance matter?Why should I continue to work here or do my best?Who does my performance impact?How do I contribute to this office’s/schools

success?Where do we go from here?

Power

Who has the power to make a difference in the quality of service I deliver?