What is the importance of developing a customer-oriented service culture?

1. Orientation On Basic Customers RelationDepartment of Education, Division of Misamis OrientalOctober 8, 2015

2. What is the importance of developing a customer-oriented service culture?

3. “Public Office is a public trust. Public officers and employees must at all times be accountable to the people, serve them with utmost responsibility, integrity, loyalty, and efficiency…” (1987 Constitution of the Philippines, Article XI, Section 1)

4. CUSTOMER-ORIENTED SERVICE CULTURE BUREAUCRATIC SERVICE CULTURE ARENA OF CHANGE CUSTOMERS discriminated special mediocre QUALITY high quality INNOVATION open to change myopic PROCEDURES unclear updated/transparent LEADERSHIP autocratic democratic ACCOUNTABILITY command responsibility buck passing

5. Friendly and Caring People want to feel that their needs are important to you and your organization and that they are treated in a friendly way. This includes such simple things as giving information and answering questions. 4 Kinds of Treatment

6. 2. Flexible People want the person who helps them to be able to “go around” the system, if necessary, and to make it work for them when the present situation does not totally meet their needs.

7. Problem Solving When people have problems that need some attention, they want to know that you are able to figure out a solution. They want to know that they will not be transferred or shuttled around and left feeling that they are responsible for taking care of their problem.

8. 4. “Error” Recovery When a mistake is made, people want it to be taken cared of immediately and to their satisfaction, It is not as if people expect perfection, actually may people are quite considerate of the realities of human systems and the potential for honest mistakes being made. What they want is some kind of quick response that recognizes that a mistake has been made and every effort is being made to correct it.

9. Who is the customer? • Anyone internal or external to the organization for whom your work, products (results, outputs) or services (expertise, knowledge) are produced or intended. • Anyone whose success or satisfaction depends on your action.

10. Direct : Indirect : Internal : External : Individuals or organizations who avail themselves of your products (results, outputs) or services (expertise, knowledge) for their personal or organization’s use. Individuals or organizations that benefit from your products or services through another party or from a direct customer. Another person, your boss, a group of peers, another division or another department within the organization that depends on products or services you provide. An individual, a group of individuals or another organization outside of your organization that depends on products or services you provide. Four Types of Customers

11. Example: “Asking for directions inside the building.” Customer Expectations: • There’s an “information” person • No line or short wait in line • Information person is knowledgeable and patient • Directions or signage are clear and easy to understand • Directions accurate Customer Expectations…how the customer wants to be treated andhave his/her needs satisfied.

12. Try to think of actual experiences you have had, not only with government agencies, but from the perspective of a customer who has needs and wants. Think of what makes the service really memorable.

13. Ask your customers for input. • Ask fellow employees in the work unit. • Revisit your service vision, values, strategies, standards and performance pledges. • Examine your service delivery cycles. • Continuously educate management and staff. • Analyze key customer contact points Ways to Improve Service

14. Review processes, practices, procedures and policies regarding your work. • Look for ways to streamline and simplify. • Inform and educate your customers.

15. Keeping the customer satisfied • Availability – you respond when they need you. • Understanding Needs – you know your customer’s business. • Cooperativeness – you do what’s necessary and beyond. • Helpfulness – you take those extra steps to keep the customer happy. • Timeliness – you deliver at the time when service is needed. • Professionalism – you behave and act in an ethical manner. (5S of professionalism – Standard, Skills, Spirit, Specialized Knowledge & Supportive Environment )

16. 5S of Professionalism Standard Supportive Environment Specialized Knowledge Spirit, Skills,

17. Keeping the customer satisfied • Follow up – you keep the customer advised. • Problem Solver – you identify potential problem areas, solve them and handle change. • Quality – you deliver what the customer expects.

18. Service quality is largely determined by customer perceptions – their beliefs about what they’re GETTING compared to what they EXPECTED. • Perceptions are highly subjective. • Perceptions may not be logical, accurate, or fair, but they’re real and they’re powerful. To produce customer satisfaction: • Make the customer feel important. • Listen and respond to customer’s feelings. • Ask for and offer suggestions. • Acknowledge customers. • Clarify details about each specific situation. • Meet (or exceed) customer’s needs. • Make sure the customer is happy with what s/he gets. • Appear trained and prepared. • Follow-through. SATISFACTION PERCEPTIONS UNDERSTANDINGCustomer Perceptions and Satisfaction

19. Written satisfaction surveys • Phone surveys • One-on-one interview with key informants • Point of service comment cards • In-depth focus group discussion • Direct customer feedback • Suggestion boxes Methods of Determining Customer Perceptionsand Degree of Satisfaction

20. Understanding Ourselves and the customers

21. Specific words and actions of customers that drives us service providers “crazy” • Specific words and actions of service providers that drives customers “crazy”

22. Transactional Analysis in the workplace • Nurturing • Protective • I’ll take care of it • Let’s not argue • Arm around • “mom”/”dad” • Child • Free expression • Spontaneous • Gut level emotion • Manipulative • Self-absorbed • Know-it-all • Parent • Critical parent • Judgmental • Condescending • I know best • Always, should, never • Can’t please • Feel like and pointing finger • Adult • Unemotional/factual • What/who/when/how • Give and ask for ideas and opinions • Problem-solver

23. Parallel In a parallel transaction a person sends a direct message to someone and the sender gets an expected response. This can occur between any two ego states. When the response is expected, the transaction is complimentary and the lines of communication remain open and uninterrupted. Examples: P P P P A A A A C C C C X:Are you attending the X: Let’s call in sick Staff Meeting this morning? tomorrow. Y: Yes, I plan to attend. Y: Great. It should be a great day to go off. Definitions of Types of Transactions

24. Crossed A crossed transaction occurs when the sender is met with an unexpected response. When this takes place, the transaction may become blocked and communication may be closed off or diverted. In this state, people may become angry, confused or withdrawn. Examples: P P P P A A A A C C C C X:Are you attending theX: Let’s call in sick Staff meeting this morning? tomorrow? Y: Why are you always Y: You shouldn’t be checking on me? breaking the rules by calling in sick when you are not sick.

25. Ulterior Ulterior transactions occur when a person appears to be sending one kind of message but is actually sending another kind of message in disguise. Sometimes the tone of voice or body language will convey the real message. This sort of transaction is undesirable. Examples: P P P P A A A A C C C C X: Ms. Madlangbayan, the policyX: Mr. Olaño where of this agency is to pay clerical are the data sheets staff P300.00 per day. from the Accounting Department. (Ms. Madlangbayan, this agency (Mr. Olaño, why don’t you is paying you P300.00 per day handle your work like That’s a lot of money for the you are supposed to.) kind of work you’ve been turning out.)

26. Attitudeis your mental position with regard to facts – or more simply, the way you view things.

27. Your attitude toward customers influences your behavior. You cannot always camouflage how you feel. • Your attitude determines the level of your job satisfaction. • Your attitude affects everyone who comes in contact with you, either in person or on the telephone. • Your attitude is not only reflected by your tone of voice, but also by the way you stand or sit, your facial expression and other non-verbal ways. • Your attitude is not fixed. The attitude you choose to display is up to you.

28. 3 CRITICAL TYPES OF CUSTOMER INTERACTION: 1. Dealing with Complaints 2. Saying “No” without antagonizing 3. Handling difficult people FUNDAMENTAL SKILLS IN CUSTOMER INTERACTION

29. Paraphrasing • Ask Questions for clarification • Reflecting on Feelings • Summarizing LISTEN

30. Good eye contact • Nodding • Non-verbals: body and voice • Sub-verbals • Focused attention ACKNOWLEDGE

31. Allow customer to vent . . . • Apologize • Educate the customer • Ask open questions • Explain action • Thank the customer • Under promise, but sometimes over deliver • Write complaints down • “Escalate concern” to emphatize TECHNIQUES IN DEALING WITH COMPLAINTS

32. Use warm and cooperative voice • Explain why • Eliminate jargon • Be courteous • Restate policy • Give benefit to customer first • Suggest alternatives TECHNIQUES IN SAYING “NO” WITHOUT ANTAGONIZING

34. PRAYER BEFORE STARTING WORK Our loving God, as we begin our work, we bring Your presence with us. We speak Your compassion, Your grace, Your mercy, and we ask you to share Your gift of peace. We acknowledge Your power over all that will be spoken, thought, decided and done throughout this day. Anoint our projects, ideas, and struggles, so that even our smallest Accomplishment may bring You glory. Lord, when we are confused, guide us. When we are discouraged and losing hope, energize us. When we are burned out, infuse us with the light of the Holy Spirit. May the work that we do and the way we do it bring faith, joy, and a smile to all that we come in contact with today. Bless our family, our home, our nation.May truly care for the earth and the community of lifeas we try to promote your dream for justice and liberation.In the Name of Jesus we pray, with much love and Thanksgiving.....Amen.