CUSTOMER VIDEOSTANDARDS WHAT IS C.S.
3-2
Quality Improvement Pyramid
Strategic Plans
Leaders Trustworthy Trusting of OthersApproachable, Inspiring
Quality Improvement System Trained Staff Recognition Data AnalysisCustomer Focus Empowered Staff Problem Solving Teamwork Quality Processes Measurement Systems
Vision
EfficientProcesses
Staff Trustworthy
Trusting of Others Collaborative, Committed
Delighted Customers
CUSTOMER VIDEOSTANDARDS WHAT IS C.S.
3-3
Agenda
CUSTOMERS VIDEOSTANDARDS WHAT IS C.S.
CUSTOMERS
STANDARDS
VIDEO
WHAT IS C.S..
Quality Principles
Customer Service Standards
What is Customer Service?
CUSTOMER VIDEOSTANDARDS WHAT IS C.S.
3-4
Quality Principles Drive Customer ServiceCUSTOMERS
Always ask the question: how am I adding value to the process?
Know who your customers are – both immediate and ultimate. Know who your process partners are.
Continuous process improvement
We work with each other & process partners to deliver excellent service.
Work Process Focus – think about your work strategically and with a broader context
Prevention – thinking ahead
Error Free Attitude – do it right the first time
Manage by Fact – develop sound measurements
CUSTOMER VIDEOSTANDARDS WHAT IS C.S.
3-5
Customer Service StandardsSTANDARDS
Standards should be specific and stated in numbers that can be measured against. For example, “no caller kept on hold more than three minutes.”
To be effective, they must be:
Meaningful - don’t measure for measuring sake
Must be supported by all “touching” the process (leaders, staff, process, partners, etc.)
How do you measure your customer satisfaction?
CUSTOMER VIDEOSTANDARDS WHAT IS C.S.
3-6
What is Customer ServiceWHAT IS C.S.
Two Parts to Customer Service
1. Content part – What we do Knowing our job (rules, policies, regulations) Making good decisions (seeing the “big picture”) Following through Paying attention to details
2. People part – How we do it Caring about our customer Listening to needs Dealing with feelings
* Interesting Questions:• Is good customer service a skill or an attitude?• Does customer service standards change over
time?
CUSTOMER VIDEOSTANDARDS WHAT IS C.S.
How do you handle angry customers?
Take a deep breath to calm your self
Focus on the facts Empathize with the
customers What would you do?
“Customers are not always right, but let them be wrong with dignity”
Disney Corporation
What is Customer ServiceWHAT IS C.S.
CUSTOMER VIDEOSTANDARDS WHAT IS C.S.
3-8
What is Customer Service
Five Key Elements of Customer Service
Responsiveness – Acting promptly
Reliability – Acting / completing as promised
Assurance – Acting knowledgeably
Empathy – Acting with care and understanding
Tangibles – Acting in a presentable environment
WHAT IS C.S.
CUSTOMER VIDEOSTANDARDS WHAT IS C.S.
3-9
What is Customer Service
Five Key Elements of Customer Service
Responsiveness – Acting promptly Setting and meeting deadlines Timeliness and promptness Replying to all phone calls and e-mails Acknowledging customers Being flexible
Reliability – Acting / completing as promised Keeping promises Being dependable Being honest Being accurate and efficient Being accessible Ask for help from co-workers
WHAT IS C.S.
CUSTOMER VIDEOSTANDARDS WHAT IS C.S.
3-10
What is Customer Service
Five Key Elements of Customer Service (cont’d)
Assurance – Acting knowledgeably Knowing one’s job Knowing where to find information Knowing how the organization works Knowing how to problem solve Knowing how to listen
Empathy – Acting with care and understanding Treating customers as individuals, not as a number No criticism or judgment Caring Empathy is NOT sympathy
Tangibles – Acting in a presentable environment Anything we can see, touch, hear, or smell Physical appearance Tone of voice Facial expressions Non-verbal cues
WHAT IS C.S.
CUSTOMER VIDEOSTANDARDS WHAT IS C.S.
3-12
FISH Video
Table Discussion
Based on the “FISH” qualities:
(a) Play
(b) Be there
(c) Make their day
(d) Choose your attitude
Discuss:
(a) How can YOU do this on your job?
(b) What could your unit/department do?
(c) Scribe the ideas
(d) What is happening now?
VIDEO