Exceptional Customer Service: Putting People First in the ...

TheConsul+ngTeam,LLC May5,2017

ForSecondHarvestFoodBank 1

Exceptional Customer Service: Putting People First in the Public Sector

Craig Harrison Trainer, The Consulting Team, LLC

Before Take-Off

Please turn electronic devices to airplane mode

Who has a Good Customer Service story?



Goals ▪  Build positive

customer relationships

▪  Learn customer service tools

▪  Network with peers and trade best practices

Customers: Internal and External

Service begins from the inside out.

Customer Service is not a department

it’s an attitude.

Customer Service Tools With a Track Record

•  Moments of Truth •  Personal / Procedural Model •  Values •  Listening



In your small group, describe 1 or 2 examples of poor service: •  Have 1 or 2 participants briefly describe an

experience in which they received poor service. – What made it poor? – How did you feel as a recipient of poor service?

Small Group Activity

List Attributes of Poor Service: 1. 2. 3. 4.

In your small group, describe 1 or 2 examples of great service: •  Have 1 or 2 participants briefly describe an

experience in which they received great service. – What made it good? – How did you feel as a recipient of amazing

service?

Small Group Activity



List Attributes of Great Service:

1. 2. 3. 4.

Unhappy Customers 96% of unhappy customers will never complain to you about rude or discourteous treatment…

…BUT each of those unhappy customers will tell their story to at least 9 others!

When Things Go Wrong… It takes 12 positive experiences

to make up for one negative.



Customers, Stakeholders, & Service Definitions

Stakeholders

Government Agencies

Citizens, Voters,

the Public

Suppliers

Employees

Clients

Your Organization

Who else are your

customers and

stakeholders?

Partners

Stakeholder Template

Stakeholder’s name: ▪  What do you need

from them? ▪  What do they need

from you? ▪  How could you improve

service to them? ▪  What gets in the way?

Customers, Stakeholders, and Service Definitions

Customer Service is… Whatever enhances customer satisfaction through meeting their expectations and needs.



Balancing Service with Regulations

The Balancing Act: Personal-Procedural Model

Procedural Level (WHAT)

Any Transaction is a BALANCING ACT

Personal Level (HOW)

Personal or Procedural? •  Review your listed characteristics

of great service

•  Label as either PERSONAL or PROCEDURAL

•  Where do we have the most control?

Balancing Discussion

What do you find most difficult to change that impedes good service? (Attitudes, people, requirements, regulations, etc.)



E-mail Break – Pass us your card for a drawing

for a free book – Write #1 if you would like our free

articles – Write #2 if you would like more

information on our trainings

Moment of Truth: …Any time the customer comes in contact with any aspect of the organization and uses it to judge the quality of service the organization provides.

List typical points of contact (MOT)

•  Phone call for information

•  Counter visit

•  Email Inquiry



MOT Worksheet

Standard Annoying Enhancing

Calming Language 1.  I want to help you. I need you to tell me

one more time. 2.  Your concern is important to us/me. 3.  I understand it’s frustrating. 4.  Thank you for waiting. 5.  How can I help? (right now) 6.  What would you like me to do?

Calming Discussion

What are examples of words you use to calm down upset customers?



Customer Service Reflection •  What’s already working in your organization that

supports excellent service? Your successes?

•  What are some specific examples of what your organization is doing right now?

•  Give examples of how excellent service aligns with your organization’s strategic plan? Is it part of the organization’s Vision? Mission? Values?

•  How does your organization reinforce these?

Meeting Customer Needs at L.A.S.T.

L. Listen A. Acknowledge or Apologize S. Solve T. Thank

Diffusing Difficult Situations

•  Tell your partner about a difficult customer interaction that you have had.

•  Now, replay that interaction, using L.A.S.T.



Listening Strategies

•  Don’t interrupt •  Put yourself in others’ shoes •  Monitor your “hot buttons”

Partner Interruption-Free Listening

•  Agree on a topic…about work •  Discuss it for 5 minutes following this

one rule: Count 2 seconds after

the other person stops talking before you start talking

Organization Service Values

•  Name the service values of your organization, for example: ▪ Helpfulness ▪  Expertise ▪  Attentiveness ▪ Respect ▪  Timeliness



Sample Core Value Statements •  To help improve the quality of life for all

county residents

•  To hire, train, and support the most qualified staff

•  To provide assistance and aid to those who have been victimized by crime

Write Value Statements

•  Select a couple of values

•  Draft some value statements

•  Choose your favorite

Recognition Discussion

•  What means of recognition do you use?

•  What incentives work?

•  Give examples of successes



Best Practice Models The Balancing Act: Personal-Procedural Moments of Truth Values Listening

Choices

“I discovered I always have choices and sometimes

it’s only a choice of attitude.”

—Judith M. Knowlton

Small Group Discussion

Discuss what you’ve learned today.

What ideas do you plan to implement?



Leadership Tips

Nov/Dec 2015 : How to Deal with Difficult Personalities

Jul/Aug 2015 : Are Your Employees Being Bullied?

March 2014 : Emotional Intelligence Reconcilable Differences: Resolving Conflict in Tough Times

www.TheConsultingTeam.com/Newsletters.htm

FREE Leadership Tips

www.theconsultingteam.com

The Consulting Team, LLC

About THE CONSULTING TEAM, LLC •  Our clients include universities, professional

firms, over 100 companies, and over 50 local government agencies.

•  We provide coaching, training, conflict mediation, and facilitation to help solve really difficult organizational challenges and people problems.

•  98% of our business is repeat and / or referral



Craig Harrison (510) 604-0664

[email protected]

Free TCT email coaching: Send us work-related challenges.

•  We’ll provide free email coaching within 3-5 days.

•  Please be sure to complete the session evaluation.

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