UNITED WAY SERVICE EXCELLENCE PROJECT

Service Excellence Training Program

“RESPECTFUL”

Prepared for: Holly Catalfamo MGMT 9740 - Organizational Training & Development

Prepared by: Cherry Bing, Nancy Kowcur, Erika Combe Rebecca Neudorf, and Tim Zekveld

December 1, 2014

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Table of Contents:

Introduction ................................................................................................................................. 3 Organizational Overview ............................................................................................................ 5 Training Needs Analysis ............................................................................................................ 7 Learning Objectives ................................................................................................................... 7 Target Population ....................................................................................................................... 9

Delivery Methodologies ........................................................................................................... 10

Training Budget ........................................................................................................................ 12 Evaluation Strategies ............................................................................................................... 13 Report Summary ....................................................................................................................... 14 Bibliography ……………………………………………………………………………………………16 Appendices

A) Participant Booklet ........................................................................................................... 17

Pre/Post Survey ................................................................................................................ 24

Feedback Survey .............................................................................................................. 29

B) Lesson Plans ..................................................................................................................... 30

Introduction to United Way .................................................................................................. 30

Rating Service Excellence ................................................................................................... 32

Service Excellence Reflections ........................................................................................... 35

“RESPECTFUL” Service Excellence ................................................................................... 37

Service Excellence in Action ............................................................................................... 39

Jeopardy .............................................................................................................................. 41

C) Mnemonic PowerPoint Presentation ................................................................................. 42

D) Jeopardy PowerPoint Presentation ................................................................................... 47

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Introduction

The United Way has focused on initiatives to improve their current Service Excellence

standards. Their goal is to implement a training program to present to volunteers and service

representatives in hopes of better preparing them to achieve a high level of Service Excellence.

This report has been initiated to communicate the purpose and training objectives to

senior management. Within this training module are singular components, which are to be

combined for optimal learning.

Participants will be provided with a training booklet in which to make notes and record

information from the learning modules. This will provide participants with a resource to refer to

independently as needed. The first component is an introductory video the United Way has

created; this video outlines many key details about the United Way of South Niagara and its

actions and goals. The second component is a diagnostic survey assessing of their current

knowledge level regarding volunteer service as well as the United Way. Questions are

intentionally developed surrounding program material and participants will be resurveyed

following the program to assess if the required knowledge was acquired.

Following the survey will be a reflection exercise. It is designed to have participants

reflect upon their previous experiences. The participants will be asked what they associate to be

exemplary service versus poor service. This will be followed by the “Rating Service Excellence”

exercise. Participants will watch videos of Service Excellence scenarios and rate the

representatives’ performance accordingly.

Next follows the mnemonic activity. A mnemonic is a memory tool that uses the first

letter of key words and combines them all into a single word to represent the summation of all

the information. This condenses bulk information making it easier to commit to memory and

refer to at a later time. The mnemonic developed is “RESPECTFUL”; these letters break down

into the core attributes of Service Excellence. This will provide a tool for volunteers to refer to in

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the work setting. It will also guide them to the desired attributes for them to embody and achieve

Service Excellence.

The next component of the program is the “Service Excellence in Action” activity. This

will be a nice segue from the mnemonic component as participants will then demonstrate newly

acquired knowledge. In skill practice exercises, the participants will be given detailed scenarios

and will then have the opportunity to act out what they would do in a safe and positive learning

environment. This will allow them to visualize themselves and practice with people in a

controlled setting enabling them to gain vital feedback as well as confidence.

Next, the program will progress to a “Jeopardy” activity. The participants will be provided

with a set of questions of varying difficulty and allow them to assess their current level of

knowledge in a competitive and fun environment. This activity will also help in solidifying

knowledge as it may be integrated with pre-existing knowledge when they are challenged. This

activity will conclude the program.

Participants will be given the same survey that was completed at the beginning of the

session. This will measure the knowledge transfer for each participant. By performing the post

survey we are better equipped to measure the effectiveness of the training program. This will

contribute to future betterment of the program. There is also a feedback survey for participants

to complete on their perspectives of the training program. This will allow for redevelopment of

the program if necessary.

The benefits of such a program include variance in activities, providing knowledge to

volunteers to better exhibit service excellence. This will be a reflection upon the United Way.

This will affect the organizational image, as volunteers are front line workers who experience the

clients first hand. The image and abilities they portray will be associated with the experiences

and perceptions of the United Way as a total organization. Also, volunteers will be better

equipped to perform thereby increasing their confidence, productivity, effectiveness and service

quality—all of which will provide positive goodwill for the organization.

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Organizational Overview

The United Way South Niagara is a community-focused organization and is a registered

charity serving Lincoln, Grimsby, West Lincoln, St. Catharines, Thorold, Pelham, Port Colborne,

Wainfleet, Fort Erie, Niagara Falls, Niagara on the Lake & Welland. They have been supporting

the local community since 1964. The United Way is recognized in the surrounding communities

as playing a vital role in ensuring that the needs of residents are satisfied. The United Way

South Niagara uses a collaborative approach which incorporates and leverages the resources

and capabilities of a range of interested stakeholders. These include private sector

organizations, not-for-profit organizations, religious and other community organizations, and

individual citizens acting in a volunteer capacity.

The mission of United Way South Niagara is that it exists to improve lives and build

community by engaging individuals and mobilizing collective action. They are committed to

assisting those living below the poverty line by moving people out of poverty and meeting basic

human needs (food, shelter and jobs). At United Way South Niagara, they invest in three priority

focus areas through local programs, services or initiatives that:

a. Support healthy child and youth development, family cohesion, and services for special

needs;

b. Increase access to social and health-related services, improving services for an aging

population, all of which helps to build healthier, stronger communities;

c. Reduce poverty and increase the assets for families through basic human needs and

education to employment.

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1

They also invest their resources and work with local initiatives such as the Niagara Poverty

Reduction Network to drive collaboration and create a positive community impact for the nearly

100,000 residents in South Niagara.

1 http://www.unitedwaysouthniagara.ca/WhatWeDo/UnitedWayPriorities.aspx

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Training Needs Analysis

No formal needs analysis was conducted in regards to Service Excellence in the United

Way. There was not a notable gap in relation to Service Excellence. An informal think-tank of

United Way and Niagara College staff members identified Service Excellence as a facet of

volunteerism that would benefit from formal training during volunteer orientation. A broad, yet

concise, training program outlining Service Excellence within the confines of the United Way’s

mission and code of ethics will equip volunteers with the necessary outlook for volunteerism

within the St. Catharine’s area and abroad.

Learning Objectives

INTRODUCTION TO THE UNITED WAY

“Change Starts Here” Video

After watching the video “Change Starts Here” participants will be able to identify the main

goal of the United Way and they will create a graffiti poster of the ways that the United Way

services our community.

q This activity is focused on cognitive2 and affective learning3.

q Skills and traits to develop/improve: sensitivity, empathy, and decision-making.

2 The cognitive domain involves knowledge and the development of intellectual skills (Bloom, 1956). This includes the recall or recognition of specific facts, procedural patterns, and concepts that serve in the development of intellectual abilities and skills. 3 The affective domain includes the manner in which we deal with things emotionally, such as feelings, values, appreciation, enthusiasms, motivations, and attitudes.

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RATING SERVICE EXCELLENCE

After watching the video montage, participants will be able to identify characteristics of poor

service interactions and will be able to identify techniques to turn a poor customer service

interaction into a positive experience.

q This activity is focused on cognitive and affective learning.

q Skills and traits to develop/improve: handling difficult people and situations,

communication under stress, decision making, positive outlook/attitude, and situational

awareness.

SERVICE EXCELLENCE REFLECTIONS

After sharing both positive and negative service experiences and discussing the

characteristics required to create a positive service experience, participants will be able to

identify the characteristics of Service Excellence and be able to explain how to utilize these

characteristics in volunteer scenarios that they will be involved in.

q This activity is focused on psychomotor4 and cognitive learning.

q Skills and traits to develop/improve: dealing with people, communication, proactivity,

sensitivity, empathy, decision making, problem solving, effectiveness, on- the-job

performance, and patience.

“RESPECTFUL” SERVICE EXCELLENCE

After completing the construction of the RESPECTFUL mnemonic as a memory tool used to

identify Service Excellence attributes, the participants will be able to utilize each attribute in a

specific volunteer service scenario.

4 The psychomotor domain (Simpson, 1972) includes physical movement, coordination, and use of the motor-skill areas. Development of these skills requires practice and is measured in terms of speed, precision, distance, procedures, or techniques in execution.

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q This activity is focused on affective and cognitive learning.

q Skills and traits to develop/improve: Memory, sensitivity, empathy, decision-making, and

problem solving.

SERVICE EXCELLENCE IN ACTION

After participating in a skills practice activity and debriefing the activity, participant will be

more confident about how to manage an interaction demonstrating excellence in service as an

United Way volunteer.

q This activity is focused on psychomotor and cognitive learning.

q Skills and traits to develop/improve: Improvisation, proactivity, sensitivity, empathy,

decision making, problem solving, on- the-job performance, and patience.

UNITED WAY JEOPARDY

By participating in the United Way Jeopardy game participants will be able to demonstrate

their knowledge of the organization as well as how to implement the attributes of Service

Excellence in their volunteer endeavours.

q This activity is focused on cognitive learning.

q Skills and traits to develop/improve: education, critical thinking, & decision making

Target Population

The target population will consist of all current and future United Way South Niagara

volunteers. This will include a wide and differing volunteer demographic. Service Excellence

training will be administered to all current and future volunteers.

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Delivery Methodologies

The training modules for Service Excellence will utilize a variety of learning styles as

diverse as the volunteers themselves. Six different multi-facetted training modules will be

employed to increase the likelihood of learning transfer. Each

unique module caters to a specific set of learning styles while

adhering to the Service Excellence learning objectives and the

United Way’s vision, mission, and values.

The moderate participant involvement format utilizes a

U-shaped seating arrangement has been selected in order to facilitate direct

learning allowing all participants to communicate with each other openly during large group

activities. There was a need for a designated space in front of the group for the RESPECTFUL

mnemonic, the videos clips being shown and the customer service reflections. The U-shaped

format provides a set-up where participants can remain focused as well as sharing information

with each other where all participants can be face-to-face. /This set-up allows for optimal

participant retention of program material during direct instruction techniques ad well as

c=solidification of knowledge through engagement and discussion.

Introduction to the United Way

“Change Starts Here” Video

The introduction to the United Way activity provides an opportunity for participants to

learn more about the scope of the United Way and how they service their community.

Participants will have a better idea of the community to which the clients belong, the services

provided to the community, and the significant role that volunteers play in the success of the

United Way. After watching the introduction to the United Way video participants will have an

opportunity to share their understanding about the United Way. This will set the foundation to

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build upon the need for Service Excellence when interacting with both the clients and the donors

of the United Way.

Service Excellence Reflections

This activity provides an opportunity for the participants to reflect on their own

experiences as a customer. They will have an opportunity to share both positive and negative

experiences as well as identify the characteristics that determined whether the experience was

positive or negative. By having participants reflect on their own experiences they will be better

equipped to understand how their treatment of clients and donors leaves a lasting impression on

the client’s perception of the United Way.

Rating Service Excellence

The Rating Customer Excellence video activity creates an opportunity for learning while

presenting several ‘what not to do’ situations in a humorous fashion. Participants will be asked

to pay attention to a written set of questions in their training manual prior to watching the movie

clips. After showing the video, the trainer will pose the questions from the training manual to all

participants; functioning as a group debriefing on important teachable points. To add enrichment

to this module, the trainer will also ask the participants to think of and share potential

volunteering scenarios in which they could apply these techniques.

RESPECTFUL Service Excellence

Mnemonics are used commonly as an assistive aid in memory retention. A mnemonic

can be used as a tool to remember larger amounts of information by breaking it down into a

smaller more manageable product to commit to memory. Our use of a mnemonic in this

program allows the participants to remember the 10 key attributes of Service Excellence in a

more manageable/organized way. This will assist in their ability to recall the attributes at a later

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time. The participants will have access to all 10 components with the memory of a single word,

“RESPECTFUL”. This will provide volunteers with a tool to guide their actions. It also allows

volunteers to highlight the key traits to embody and be mindful of during their performance.

Service Excellence in Action

In the Service Excellence in Action activity participants will have an opportunity to

practice skill development in a safe and controlled environment that reflects realistic volunteer

service interactions. This will facilitate confidence building and increase participants’ self-esteem.

This activity provides an opportunity to proactively problem solve and apply the RESPECTFUL

mnemonic in challenging interactions.

United Way Jeopardy

The United Way Jeopardy activity is an application activity in which participants will get

the opportunity to apply acquired knowledge from the session to an interactive activity to assess

their level of retention. The questions will vary in terms of difficulty allowing for all participants to

engage in the activity in a safe and competitive environment. This may also facilitate

opportunities to integrate with other volunteers of whom they may work with in the future. This

will optimize volunteer interaction and team building in a positive manner.

Training Budget

Volunteer IC: Event Date: # of Participants: Type: TBD 10 Volunteer Training

Description: Amount: Fees: Subtotal: Facility Rental + PowerPoint Equipment + Laptop

1 hour Gratis 0

Facilitators – 1-2 volunteers 1 hour 0 0 Training Manual Printing (colour - $0.40 pp)

10 $4.00 (0.40x10x10)

$4.00

Presentation Slideshow Printing – for 1 $0.78 $0.78

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instructor (B&W - $0.06pp) (0.06x13) Pre/Post Survey (B&W - $0.06pp double-sided)

10 $0.60 (0.06x10) $0.60

Feedback Survey (B&W - $0.06pp) 10 $0.60 (0.06x10) $0.60 Pens/pencils 1 box $2.99 $2.99 Chart paper (if using the non-technology based training option)

1 package $6.99 $6.99

Markers (dry erase or regular) 1 box $4.99 $4.99 TOTAL (tax incl.): $23.67 Cost estimates based on a training group size of 10 people**

Evaluation Strategies

A multi-tiered feedback system is required to appropriately evaluate the success of the

Service Excellence training modules. The Kirkpatrick method will be employed as listed below:

Method Data Reaction

Participant Feedback (See Appendix B – pg.32)

Have participants complete a feedback questionnaire at the end of the training session. The questionnaire should include a measure regarding:

-‐ informative training material -‐ effective exercises/activities -‐ suitable job aids -‐ sufficient practice time

Learning

Pre-/Post-Survey (See Appendix B—pg.27) Observation

-‐ determine customer service knowledge prior to the session

-‐ measure learning transfer at the end of the session by repeating the survey

-‐ track participation of individuals to

determine their understanding -‐ record role-play debrief to gauge the

learning transfer of participants -‐ maintain a checklist for each participant of

observable behaviours that demonstrate learning transfer

Transfer

Client Satisfaction Survey Mentoring

-‐ when a client or donor has interacted with volunteers invite them to respond to a client satisfaction survey to evaluate their experience with the volunteer

-‐ partner a new volunteer with an

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Report Summary

In conclusion, the training program has been developed and tailored specifically for

volunteers of the United Way. This training will assist volunteers in promoting the overall image

and quality of the United Way. The program will challenge the participants’ critical thinking skills

while fostering, integrating, and solidifying knowledge surrounding Service Excellence. This

training is a cost effective investment for the United Way which is a very promising endeavour

for the organization.

The program is simple and requires few resources. This training module provides

volunteers with tools, knowledge, and the skills to consistently manage performance and to

Appraisal Coaching

experienced volunteer -‐ at the beginning the new volunteer can

shadow the experienced volunteer and then have the mentor oversee the new volunteer’s initial customer service experiences

-‐ the mentor can provide feedback using an

informal appraisal (scored checklist)

-‐ For identified areas that require development (scored as needs improvement) coaching can be implemented

Results Retention of Volunteers Donor Feedback (+)

-‐ On a quarterly basis track the period of time that individual volunteers have remained with the United Way

-‐ If volunteers discontinue their service provide an “exit survey” to determine the reasons for their departure and potential areas of development for other volunteers

-‐ Provide donors with a feedback

questionnaire to determine their level of satisfaction with the customer service they have received from United Way volunteers in order to determine areas of required training

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promote and facilitate Service Excellence. This is currently a key initiative for the United Way,

therefore a training session will help to achieve their objectives and better the United Way as a

whole. Volunteers will leave the training with a completed participant booklet containing their

newly acquired knowledge which can also be used as a reference guide. Upon completion of

the training program participants will feel better equipped and more confident with their

interactions in all volunteering activities.

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BIBLIOGRAPHY

“Bad Customer Service Montage.” YouTube Video, 02:19. Posted by “tmuka,” uploaded January 13, 2012.

https://www.youtube.com/watch?v=bTbHwnx CGaI&feature=player_detailpage Kowcur, Nancy A., "General Insurance Essentials Licensing Workshop", Practicum Submission, Diploma in Adult Education, St. Francis Xavier University. Hamilton, ON, 1999. Saks, Alan M., Haccoun, Robert R., "Managing Performance through Training and Development," Sixth Edition. Nelson Education Ltd., Toronto, ON, 2013. “United Way of St. Catharines & District Campaign Video 2013.” YouTube Video, 03:13. Posted by “unitedwayscd,” uploaded September 5, 2013.

https://www.youtube.com/watch?v=RcCjXcofxdU&feature=youtu.be “United Way – St. Catharines – About Us” United Way, accessed November 3, 2014. http://www.unitedwaysc.ca/about.php “United Way – St. Catharines – Mission, Promise & Values” United Way, accessed

November 8, 2014. http://www.unitedwaysouthniagara.ca/AboutUs/Mission,VisionValues.aspx

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Appendix A – Participant Booklet

Customer Service Excellence

Participant Booklet

Our Mission

To increase the organized capacity

of people to care for one another.

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AGENDA

1. Introduction to the United Way

2. Let’s See What You Know

3. Service Excellence Reflections

4. Rating Service Excellence

5. RESPECTFUL Service Excellence

6. Service Excellence in Action

7. United Way Jeopardy

8. Let’s See What You Learned

9. Your Feedback Matters

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INTRODUCTION TO THE UNITED WAY

In the space provided below, write as many points of information as possible based on what you learned from the video about the United Way. You may use words and illustrations.

ALL ABOUT THE UNITED WAY

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CUSTOMER SERVICE REFLECTIONS

Briefly describe a NEGATIVE customer service experience that you have had recently.

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

List some of the characteristics demonstrated that made this a NEGATIVE experience.

_________________________________ _______________________________

_________________________________ _______________________________

_________________________________ _______________________________

Briefly describe a POSITIVE customer service experience that you have had recently.

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

List some of the characteristics demonstrated that made this a POSITIVE experience.

_________________________________ _______________________________

_________________________________ _______________________________

_________________________________ _______________________________

Think about it … what do you want as a customer?

___________________________________

___________________________________

___________________________________

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RATING CUSTOMER SERVICE EXCELLENCE

Video Clip Scenario: What was wrong? What could have been done differently?

Airport Receptionist:

Additional Notes:

Fast Food Cashier:

Additional Notes:

Car Rental Associate:

Additional Notes:

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“RESPECTFUL” SERVICE EXCELLENCE

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SERVICE EXCELLENCE IN ACTION

Scenario #1: A wealthy man approaches the United Way willing to make a considerably generous donation. Unfortunately, this gentleman demonstrates an attitude of arrogance and he is rather disrespectful in his communication with United Way employees and volunteers. He wishes to contribute but by way of his own rules as well as choosing where specifically his contributions is going to be used.

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

Scenario #2: This winter evening there are extreme cold weather warnings being announced on the radio. Two United Way volunteers are leaving a meeting when they see a homeless man huddled into a corner at the bus station. The two volunteers think that it would be in the man’s best interest to receive assistance from the “Out of the Cold” program but the man becomes extremely agitated when they approach him.

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

___________________________________________________________________________

Scenario #3: A small group of volunteers are leaving a local Tim Horton’s shop and are dispersing to their vehicles. A volunteer who attended the meeting witnesses a disturbance nearby. A man is yelling at his children using abusive language. He abruptly grabs one of the children with him and a loud cry from the child sends chills down the volunteer’s spine.

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

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SERVICE EXCELLENCE SURVEY

Name: ________________________________________ Date: __________________

Respond to each of the following statements by circling:

T if the statement is True or F if the statement is False.

T or F 1. The mission statement for the United Way is: Helping others build their own community based on the core values of caring and cooperation.

T or F 2. One of the values of the United Way is building communities. T or F 3. The correct attributes for the service excellence mnemonic are:

R-respectful, E-empathetic, S-safe, P-professional, E-educated, C-consistent, T-team-based, F-fair, U-understanding, L-listener.

T or F 4. A homeless client has showed up an event that you are volunteering at. You have reason to believe that he is intoxicated. He starts pushing people and yelling at them to move out of his way and is progressing toward violence. Your priority is to ensure that you are safe.

T or F 5. The United Way only helps the needy. T or F 6. The money that gets donated is delegated by professionals and volunteers and is

recycled in your specific region. T or F 7. An obscene man approaches you stating that we are giving money to “lazy people

on welfare.” He then asks you if you feel good taking peoples’ hard earned money to give it to “lazy bums.” You should inform him that he is being ignorant and try to teach him some manners.

T or F 8. The United Way helps the community by providing assistance with employment, education, food, shelter, and counselling.

T or F 9. While at a charity event a woman starts crying telling you about her homeless son with schizophrenia. You have never experienced something like this before so you decide that the best thing to do is to be present with her and let her cry?

T or F 10. The United way helps approximately 1/3 of the people within the region.

For each of the following multiple-choice questions below, circle the letter best response from the choices provided.

1) Which of the following is not a core value of the United Way? a) Demonstrate trust, integrity, respect, inclusivity, and transparency. b) Energize and inspire volunteerism & volunteer leadership. c) Endorse innovation, partnerships and collective action. d) Provide non-partisan leadership in social change. e) Embrace diversity f) Building communities

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2) You are volunteering for the United Way when a potential volunteer approaches you asking about local projects. Which of the following is the best response?

a) Give them an application and help them sign up. b) Refer them to the manager. c) Tell them, “All of our information is online, go to our site and you will get all of the

information you need.” d) Tell them about the 3 projects we have; from poverty to possibility, healthy people

strong communities, & all that kids and families can be.

3) You are approached by a customer who is looking to make a complaint about a negative experience she had. What is the best response?

a) Tell them that you are good people doing the best you can. b) Apologize and ask them if there is anything you can do to help before you refer them appropriately. c) Do as the individual asked and refer them. d) Tell them that since this is a non-profit organization a complaint is unnecessary.

4) You are volunteering at an event and you notice one of the volunteers put some money in their pocket. What is the most appropriate response?

a) Talk to the student, tell them it is inappropriate and it cannot happen again. b) Call the police because that’s stealing. c) Verify your suspicions then tell them they are no longer welcome to volunteer

with the United Way. d) Refer the issue to the appropriate manager.

5) You’re assisting in phone calls asking for donations. What is the most appropriate

greeting to people?

a) “Hello my name is (insert name), I’m calling on behalf of the United Way today. I was hoping to speak with you about our local projects and donation proceeds.”

b) “Good morning my name is (insert name), I was wondering if you would like to provide a donation to the United Way today?”

c) “Hello my name is (insert name), would you be interested in making a donation to building a better community today?”

d) “Hello I’m with the United Way, we are politely asking for donations to help support our local projects for building a better community.”

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SERVICE EXCELLENCE SURVEY RESPONSE KEY

Name: ________________________________________ Date: __________________

Respond to each of the following statements by circling:

T if the statement is True or F if the statement is False.

T or F 1. The mission statement for the United Way is: Helping others build their own community based on the core values of caring and cooperation. The answer is False. The true mission statement is: Improve lives and build community by engaging individuals and mobilizing collective action.

T or F 2. One of the values of the United Way is building communities. The answer is False. The actual Values are; Demonstrate trust, integrity, respect, inclusivity, and transparency. Energize and inspire volunteerism & volunteer leadership. Endorse innovation, partnerships and collective action. Provide non-partisan leadership in social change. Embrace diversity.

T or F 3. The correct attributes for the service excellence mnemonic are: R-respectful, E-empathetic, S-safe, P-professional, E-educated, C-consistent, T-team-based, F-fair, U-understanding, L-listener. The answer is True. These are the correct attributes for the RESPECTFUL mnemonic.

T or F 4. A homeless client has showed up an event that you are volunteering at. You have reason to believe that he is intoxicated. He starts pushing people and yelling at them to move out of his way and is progressing toward violence. Your priority is to ensure that you are safe. The answer is True. You may assist others to safety it you can do it without putting yourself in a dangerous position but you need to think of your safety first. Once you are in a safe location call the proper authorities.

T or F 5. The United Way only helps the needy. The answer is False. The United Way helps people in all walks of life. This is stated directly in the introductory video.

T or F 6. The money that gets donated is delegated by professionals and volunteers and is recycled in your specific region. The answer is True. This is stated directly in the introductory video.

T or F 7. An obscene man approaches you stating that we are giving money to “lazy people on welfare.” He then asks you if you feel good taking peoples’ hard earned money to give it to “lazy bums.” You should inform him that he is being ignorant and try to teach him some manners. The answer is False. You need to be mindful that people have their own values and perspectives and are entitled to their opinions. You need to keep in mind your professionalism as you are representing the United Way. Instead, ask them if there is anything you can help him with. You are not to judge them, only assist them. This is exhibiting understanding and respect for their rights.

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T or F 8. The United Way helps the community by providing assistance with employment, education, food, shelter, and counselling. The answer is True. This is stated directly in the introductory video.

T or F 9. While at a charity event a woman starts crying telling you about her homeless son with schizophrenia. You have never experienced something like this before so you decide that the best thing to do is to be present with her and let her cry? The answer is true. Being present is showing support and listening (as per the listening aspect of the RESPECTFUL mnemonic). There is also the aspect of being understanding in a humanitarian organization. She is struggling with her circumstances and needs to express herself. Being present will make her feel acknowledged without imposing on any of her personal boundaries.

T or F 10. The United way helps approximately 1/3 of the people within the region. The answer is True. This is stated directly in the introductory video.

For each of the following multiple-choice questions below, circle the letter best response from the choices provided.

1) Which of the following is not a core value of the United Way?

g) Demonstrate trust, integrity, respect, inclusivity, and transparency. h) Energize and inspire volunteerism & volunteer leadership. i) Building communities j) Provide non-partisan leadership in social change.

2) You are volunteering for the United Way when a potential volunteer approaches you asking about local projects. Which of the following is the best response?

e) Give them an application and help them sign up. f) Refer them to the manager. g) Tell them, “All of our information is online, go to our site and you will get all of the

information you need.” h) Tell them about the 3 projects we have; from poverty to possibility, healthy

people strong communities, & all that kids and families can be.

3) You are approached by a customer who is looking to make a complaint about a negative experience she had. What is the best response?

a) Tell them that you are good people doing the best you can. b) Apologize and ask them if there is anything you can do to help before you refer them appropriately. c) Do as the individual asked and refer them. d) Tell them that since this is a non-profit organization a complaint is unnecessary.

NOTE: Remain professional and respectful as per the mnemonic. Don’t use derogatory terms back or proceed to yell at the customer. Stay focused on assisting the client reminding them that the language being used is not appropriate. You may advise him that if he continues you will proceed to call the proper authorities and then proceed to contact the proper authorities if he does not cease.

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4) You are volunteering at an event and you notice one of the volunteers put some money in their pocket. What is the most appropriate response?

a) Talk to the student, tell them it is inappropriate and it cannot happen again. b) Call the police because that’s stealing. c) Verify your suspicions then tell them they are no longer welcome to volunteer

with the United Way. d) Refer the issue to the appropriate manager.

NOTE: You need to be aware of your role and its limitations that are part of the educated aspect of the RESPECTFUL mnemonic. You do not have the authority to dis-invite them. You should refer the issue to the appropriate manager for further investigation.

5) You’re assisting in phone calls asking for donations. What is the most appropriate greeting to people?

e) “Hello my name is (insert name), I’m calling on behalf of the United Way today. I was hoping to speak with you about our local projects and donation proceeds.”

f) “Good morning my name is (insert name), I was wondering if you would like to provide a donation to the United Way today?”

g) “Hello my name is (insert name), would you be interested in making a donation to building a better community today?”

h) “Hello I’m with the United Way, we are politely asking for donations to help support our local projects for building a better community.”

NOTE: This response provides your identity (part of being professional), identifies the United Way as the organization you are representing, and allows you to respectfully ask if they are interested in listening about projects and donation options.

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YOUR FEEDBACK MATTERS

1. Circle the symbol that best describes your reaction to the Customer Service Excellence workshop.

2. Why did you select this symbol?

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

3. On a scale of 1 (strongly disagree) to 5 (strongly agree) rate each of the following:

(a) Viewing the United Way video introduction helped me understand more about the organization.

1 - strongly disagree

2 – disagree 3 – uncertain 4 – agree 5 – strongly disagree

(b) The RESPECTFUL mnemonic is a useful tool to remind me of the characteristics I must demonstrate when providing customer service.



(c) The role-play activity helped me to build confidence in delivering customer service excellence.



(d) Reviewing both positive and negative customer service reflections has helped me to be more aware of how I will want to be interacting with others.



4. Rate the success of the session in terms of your own learning. (Circle only one number).

Poor 1 2 3 4 5 Excellent

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Appendix B – Lesson Plans

Introduction to the United Way:

Course: United Way Project

Unit: Service Excellence

Resources Required:

Computer with access to projector & screen.

Flipchart paper and markers.

Learning Objectives:

After watching the video “Change Starts Here” participants will be able to identify the main goal of the United Way and they will create a graffiti poster of the ways that United Way services our community.

Introduction: Introduction to the training module.

We will watch a video from the United Way Campaign 2013 to answer the question: What does United Way do?

Learning Activities: Prior to viewing the video clip, direct participants to the page in their Participant Booklet for them to take brief notes on some of the information in the video as they will each be asked to share one piece of information they learned about the organization that will be recorded on the flip-chart page.

View video clip from website

Go to – United Way, St. Catharines

Click on About Us

http://www.youtube.com/watch?v=RcCjXcofxdU&feature=youtu.be

After viewing the video participants will share points of information from the video:

Q: What is the one single goal of the United Way?

A: To Help People

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Information from the video: (sample responses)

Helping people:

-‐ from all walks of life -‐ moms, dads, kids, elderly, people with health issues,

developmental disabilities, those coping with depression, crisis, mental illness …. PEOPLE WHO NEED HOPE

-‐ partner with 80 local agencies to help 1 in 3 people in our region

-‐ helping the community as a whole -‐ teaching life skills -‐ providing food & shelter to a homeless family

Facts:

-‐ more than 20,000 people donate money -‐ money raised here stays in our community -‐ local people volunteer their time -‐ due to volunteers the UW can keep costs low and are able

to help more people in our community -‐ collaborate with sponsors in the community to provide

after-school programs, nutrition back-packs, school supplies, grants to grass-root companies trying to get their ideas off the ground, …

Participants will be asked to write down any additional points of information that they feel is important to know about the United Way from the discussion.

Each participant will be asked to take a marker and write one point of information (graffiti style) or a quick illustration on the flip chart page provided with the header: ALL ABOUT THE UNITED WAY

Summary/

Conclusion:

Once the flip chart page has been completed we will summarize by pointing out just how important United Way is in our community and the valuable work that they do – the very reason why volunteers are a critical part of their success as was mentioned in the video. The very reason why they must be able to demonstrate customer service excellence to everyone the participant will come into contact with as a United Way volunteer.

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Rating Service Excellence


Unit: Rating Service Excellence

Resources Required:

PowerPoint Projector

Internet access – or ability to buffer video beforehand

https://www.youtube.com/watch?v=bTbHwnxCGaI&feature=player_detailpage

Computer

Participant Booklet


After watching the video montage, participants will be able to identify characteristics of poor service interactions as well as techniques to turn a service interaction into a positive experience.

Introduction: A humorous video displaying poor customer relations will be shown. There are 3 specifics scenarios for discussion that will be identified prior to showing the video.

Learning Activities:

Reference the participant training manual. Ask participants to pay extra attention to the three scenarios depicted in the training manual—even though there are more than just the 3 mini-scenarios in the video. Ask them to consider what was wrong with each interaction and what could have been done differently.

Show video.

For each scenario:

• Ask participants for their thoughts. Ensure the main points, below, are addressed. Allow for discussion. Entertain new, valid responses.

• Ask participants to think of possible volunteering situations where they may need to take similar appropriate actions.

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Airport Receptionist:

What was wrong:

• Did nothing to recognize individual was waiting for her to finish call • Was unprofessionally handling a personal call • Once finished call, did not smile or apologize

What could have be done differently:

• Recognize individual waiting verbally and/or physically (nod, wave etc.)

• Respond to personal calls/texts on personal time • Smile, apologize, and politely interact with individual once call was

finished

Can you think of possible volunteering situations where you may need to take similar appropriate actions?

• Answering calls, texts, e-mails while volunteering • Handling multiple questions or conversations at once • Interacting with people while being busy doing a volunteer service

Fast Food Cashier:

What was wrong:

• Unprofessional (chewing gum, impolite, “a what?”) • Not respectful, treated customer (cop) unequally • Sarcastic/exacerbating attitude • Mishandled a miscommunication regarding the drink order


• Make effort to treat all individuals equally and in a consistent manner • Leave attitude at home! • Avoid saying “I don’t know. Instead, inform individual that you are

unsure and direct them to the answer source


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• Interacting with people from all walks of life – especially the underprivileged

• Handling demanding individuals • Answering difficult questions about the UW

Car Rental Associate:

What was wrong:

• In general, was professional while in a difficult position • Sarcastic tone with customer • Did not follow through on promise (holding the reservation)


• Apologize for the inconvenience • Stick to your word / promises • Explain the situation and actions to be taken


• Dealing with error, miscommunication, accidents – whether or not they are your fault

After debriefing the 3 scenarios, ask the participants if they can identify any other interactions to avoid from the video (not using foul language etc.).

Summary/

Conclusion:

After debriefing the video, remind participants that the way they interact with the public is reflective on the United Way as a whole. They should carry themselves in a professional manner and focus on presenting a positive, wholesome volunteering model.

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Service Excellence Reflections



Resources Required:

Computer with access to projector & screen.

Flipchart paper and markers OR white board with dry erase pens.


After sharing both positive and negative customer service experiences and discussing the characteristics required to create a positive service experience, participants will be able to identify the characteristics of Service Excellence and be able to explain how to utilize these characteristics in volunteer scenarios that they will be involved in.

Introduction: Introduction to negative and positive service experiences.

What characteristics made the experience negative? Positive?

How we can practically utilize the positive characteristics of customer service excellence in our volunteer work.

Learning Activities: In order to identify characteristics of Service Excellence we are going to reflect on some of our own customer service experiences.

1. Ask participants to think about a dreadful service or customer service experience that they were involved with. Give them a minute to think about it and then ask for a couple of volunteers to share the experience. Create a list of the characteristics that made their experience so negative and ask participants if there are other characteristics that help to create a negative service experience. (Some examples might include: the service provider was rude, was not attentive to the need of the customer, did not listen to the concern, showed no understanding or compassion, etc.)

2. Now ask participants to think about a fabulous service or customer service experience that they were involved with. Give them a minute to think about it and then ask for a couple of volunteers to share the experience. Create a list of the characteristics that made their experience so positive and ask participants if there are other characteristics that help to create a positive service experience.

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(Some examples might include: the service provider was an attentive listener, paraphrased the concern to ensure understanding, stated that their goal was to resolve the issue as quickly as possible, demonstrated compassion or concern etc.)

3. Using an example from an actual volunteer activity that participants may be involved in (e.g., severe cold warnings require a volunteer team to try and get homeless people off the street and into a shelter for the night) we will chart the ways in which we can deliver customer Service Excellence (the types of positive customer service characteristics we will use) as well as considering what we need to avoid (potential negative service characteristics that could be an impediment in this particular scenario).

Summary/

Conclusion:

Once the charting has been completed we will summarize by selecting what the group feels is the top 5 Service Excellence characteristics and we will reinforce just how important service excellence is when volunteering as a representative of the United Way in our region.

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“RESPECTFUL” Service Excellence



Resources Required:

Option A ( technology included)

Option B (No Technology)

Option A: Participant booklet, paper, writing utensil, projector, slideshow presentation, Printed copy of slide show handout for instructor to follow along with (lesson plan), tape, tape, the letters of the RESPECTFUL mnemonic printed separately.

Option B: Participant booklet, paper, writing utensil, Chart Paper or large white board, appropriate utensil (either marker or dry erase markers) Printed copy of slide show handout for instructor to follow along with (Lesson plan), tape, the letters of the RESPECTFUL mnemonic printed separately.


After completing the construction of the RESPECTFUL mnemonic as a memory tool used to identify service excellence attributes, the participants will be able to utilize each attribute in a specific volunteer service scenario.

Introduction: The United Way wants to see consistency with their service representatives, to do so we have created a mnemonic of the core attributes of service for the representatives to use to facilitate movement toward progression and achievement of Service Excellence.

Learning Activities: Prior to the session inform participants that there will be a follow-up activity and that people will be randomly selected to participate and advise them to work along with the session in their participant booklet.

1) Introduction – overview of the call for Service Excellence and the United ways goal. Introduce to the idea of a mnemonic and what it is for.

2) A run through of each letter of the mnemonic, the attribute it represents and how to embody.

Use some anecdotal or theoretical examples to solidify learning (follow the learning plan)

Debriefing – to integrate and solidify acquired knowledge. (refer to lesson plan)

On a piece of paper have each letter of the mnemonic printed individually. Tape letters randomly under the participants’ chairs then tell participants to check under their chairs. If a participant has a letter under their chair they will bring it to the front of the room

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and identify the correct corresponding attribute of the mnemonic and identify an appropriate service interaction example.

Summary/

Conclusion:

Restatement of what we taught, how to use it and why we are implementing it. (refer to debriefing slide of lesson plan)

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Service Excellence in Action



Resources Required:

A room with sufficient space to perform a skills practice activity.

Participant Booklet


After participating in a skills practice activity and debriefing the activity, participant will be more confident about how to manage an interaction demonstrating excellence in service as a United Way volunteer.

Introduction: Three skills practice activities have been designed to address various situations that United Way volunteers might encounter. Participants will have an opportunity to put their Service Excellence into action.

Learning Activities: The group of participants will be divided up according to the number of individuals required for each skills practice activity.

Participants will have a few minutes to review their scenario and discuss how they would like to play out the scenario.

After each skills practice demonstration the group will debrief on:

• what went well in the interaction • identify which RESPECTFUL mnemonic characteristics

were utilized • suggestions to enhance the interaction

Participants will be required to write a few notes on each scenario in their Participant Booklet.

Each skills practice scenario, with debrief, should be guided in order to stay within a 5-7 minute time limit.

Scenario #1: (2-3 participants)

A wealthy man approaches the United Way willing to make a considerably generous donation. Unfortunately, this gentleman demonstrates an attitude of arrogance and he is rather disrespectful in his communication with United Way employees and volunteers. He wishes to contribute but by way of his own rules as well as choosing where specifically his contributions is going to be used.

Scenario #2: (3 participants)

This winter evening there are extreme cold weather warnings being

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announced on the radio. Two United Way volunteers are leaving a meeting when they see a homeless man huddled into a corner at the bus station. The two volunteers think that it would be in the man’s best interest to receive assistance from the “Out of the Cold” program but the man becomes extremely agitated when they approach him.

Scenario #3: (4 participants)

A small group of volunteers are leaving a local Tim Horton’s shop and are dispersing to their vehicles. A volunteer who attended the meeting witnesses a disturbance nearby. A man is yelling at his children using abusive language. He abruptly grabs one of the children with him and a loud cry from the child sends chills down the volunteer’s spine.

Summary/

Conclusion:

After all skills practice scenarios have been performed and debriefed the facilitator can reinforce some of the key ways that this activity helped participants reflect on their ability to engage with others utilizing Service Excellence.

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United Way Jeopardy



Resources Required: Computer and projector with screen & paper


By participating in the United Way Jeopardy game participants will be able to demonstrate their knowledge of the organization as well as how to implement the attributes of Service Excellence in their volunteer endeavours.

Introduction: We will create a jeopardy game for the volunteers. The purpose of this game is to test the volunteers’ knowledge about the United Way South Niagara and the voluntary services and to improve their team spirit.

Learning Activities: In this jeopardy game, there are four different categories with five questions in each one. Each question in a category is progressively “harder” than the one before it. Harder questions are worth more points, which are, progressively, worth: 200, 300, 500, 800 and 1000 points. The four categories are Terms, United Way South Niagara, Volunteer Service and True or False.

Put the volunteers into three teams, and each team can pick one leader to answer the questions. The game itself functions in the traditional Jeopardy manner, with the contestant choosing an available “question” and then providing the right “answer”—of course maintaining that the questions are phrased as answers and the answers are phrased as questions. The team that answers the question correctly gets the corresponding scores. The team that gets the highest scores will win the game.

Summary/

Conclusion:

The Jeopardy activity format leads to engagement and excitement among the participants. The competition factor motivates them to succeed and demonstrate mastery over the material. Some of the material covered, the content of the questions, will push the boundaries of the participants’ current knowledge of the United Way and volunteering as well as provide an additional method for learning enrichment.

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Appendix C – Mnemonic PowerPoint Presentation

Slide 1

United WayService Excellence

www.uwindsor.ca

Slide 2 United Way Mission

“Improve lives and build communityby engaging individuals and mobilizing collective action“

Slide 3 Our Valuesl Demonstrate trust, integrity, respect,

inclusivity, and transparency.l Energize and inspire volunteerism &

volunteer leadership.l Endorse innovation, partnerships and

collective action.l Provide non-partisan leadership in social

change.l Embrace diversity

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Slide 4 Introduction

l United Way volunteers need to demonstrate uniform and consistent performance.

l By using the mnemonic RESPECTFUL volunteers will have a tool to assist with remembering the core attributes associated with service excellence.

www.torontohousing.ca

• The United Way would like to see consistent performance from their volunteers.

• To do so we have created a

mnemonic to provide a model to follow to assist the representatives in guiding their actions

• The mnemonic assists in memory

and embodies the core attributes associated with service excellence

Slide 5 R - Respectful

l Your actions are a reflection of the United Way.

l Remember the Golden Rule: Treat others the way that you would like to be treated.

• It is critical to be respectful in all that you do. Your actions are a reflection of the United Way. Therefore it is key to maintain a respectful and professional demeanor, you can do this by:

• Using appropriate language • Using manners • Not imposing your personal values

on other • Withholding judgment

Slide 6 E - Empathetic

l The ability to understand another person’s situation from their perspective.

l Put yourself in their shoes.

• We are a humanitarian agency here at the United Way. Therefore we need to be empathetic of others

• Not to be confused with sympathy! • To do this try to think of how that

other person is feeling or what they are going through and use this as a strength in your interaction

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Slide 7 S - Safe

l Never put yourself or others in a potentially dangerous situation.

l Don’t be a hero call the proper authorities as needed.

• Be safe in your actions • Never put yourself in a potentially

dangerous situation • If you can keep others safe at the

same time then do so but put your safety first

• Don’t be a hero call the proper authorities as needed

Slide 8 P - Professional

l Uphold the good reputation of the United Way in the eyes of the public.

l Each volunteer is an ambassador for the United Way.

• Being professional is important as you are representing the United Way.

• Therefore any negative experience would be related to their thoughts about the United Way

• To do this; • Dressing appropriately • Identify yourself and the agency

you’re representing in your transactions

• Remain calm and goal oriented in tension

Slide 9 E - Educated

l Understandl the United Way mission and values, l current projects, andl your role/responsibilities.

l Know your roles & limits and stay within them.

• People will be coming to you asking you for information

• You need to be educated on certain things in order to be prepared to answer such questions. You should know the United Ways';

• Mission values, current projects & your role/responsibilities.

• Know your roles & limits and stay within them.

At United Way South Niagara we have 3 current projects on which we focus; • From poverty to possibility • Healthy people strong communities • All that kids and families can be

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Slide 10 C - Consistent

l Be reliable.l Follow the same routinesl Treat every situation in the same way.

• You need to have consistent actions. You cannot give others special or worse treatment than anyone else you help

• Be consistent • If NO, it’s NO for everyone! And

vice versa if YES, YES to all.

Slide 11 T – Team Based

l Work together on a common project, service, or goal, with a meshing of functions and mutual support.

• The United Way believes in community and using a team based approach

• Keep people involved as much as possible

• Customer oriented • Use team thinking when you can • Help others as appropriate

Slide 12 F - Fair

l Treat others in a reasonable way.l Treat people equally and not allowing

personal opinions to influence your judgment.

• This is heavily tied in with being consistent but also being fair.

• We as a humanitarian agency need to be ethical.

• In doing so provide equal access to services for everyone.

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Slide 13 U - Understanding

l Show compassion or sympathy.l Know how the person feels that you are interacting

with.

• We need to understand that people come from all walks of life.

• That being said there are personal differences in beliefs, circumstances, values, cultural practices and capabilities.

• Use this in a positive manner and try to understand them.

• Also make sure you truly understand what they are communicating with you.

• Do this by using active listening skills and clarify what you feel you understand

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Appendix D – Jeopardy PowerPoint Presentation

Slide 1 Jeopardy

$200

Terms United WaySouth Niagara

Volunteer Service True or False

$300

$500

$800

$1000 $1000

$800

$500

$300

$200

$1000

$800

$500

$300

$200

$1000

$800

$500

$300

$200

Slide 2 Terms - $200

nThe pervasive values, beliefs and attitudes that characterize a company and guide its practices.

RESPONSE: Corporate Culture


nDo unto others and you'd have done to you.

RESPONSE: “The Golden Rule” or “respect”

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nA measure of the degree to which a product or service meets the customer's expectations.

RESPONSE: Customer Satisfaction


nDemonstrate trust, integrity, respect, inclusivity, and transparency.

RESPONSE: A United Way value


nImprove lives and build community by engaging individuals and mobilizing collective action.

RESPONSE: United Way Mission Statement

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Slide 7 United Way South Niagara - $200

nThe first year for Welland & District United Appeal.

RESPONSE: 1964

Slide 8 United Way South Niagara -$300

nThis percent of students in Canada with untreated learning disabilities end up dropping out of high school.

RESPONSE: 35


nThe slogan for the Welland & District United Appeal

RESPONSE: Give once for all.

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nThe mission of United Way

RESPONSE: To improve lives and build community by engaging individuals and mobilizing collective action.


nTwo ways for people to make a donation to United Way South Niagara.

RESPONSE: - In person -By phone - By mail - Donate online

Slide 12 Volunteer Service - $200

nThe International Year of Volunteer

RESPONSE: 2001

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nInternational Volunteer Day (IVD)

RESPONSE: December 5


nA Service Rule: One should never make _________ to customers.

RESPONSE: Promises


nThe customer expects this type of service.

RESPONSE: Responses may vary considerably - Friendly - Timely/Prompt - Accurate

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nA good way to personalize your relationship with a client.

RESPONSE: Responses may vary considerably - Using the client’s name

Slide 17 True or False - $200

nHow an 8-year-old child can be a volunteer.

RESPONSE: Volunteer with his/her family or with a group.


nTrue of False: Students from low-income families are less likely to do well in school than those from affluent families.

RESPONSE: True

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nTrue or False: The value of the voluntary service is tax-deductible.

RESPONSE: False


nTrue or False: An effective way of handling complaints is to act on feedback immediately.

RESPONSE: True


nConducting a customer survey is a good way to find out a customer’s feedback on the service they have received.

RESPONSE: True

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Slide 22

Final Jeopardy!

Create a question for the participants. Have the correct answer score allow for final competition between the groups.

Date post:	11-Apr-2017
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UNITED WAY SERVICE EXCELLENCE PROJECT

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