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Participant Centered Services

Participant Centered Services. Engaged Staff. Agenda. Engaged Staff Customer Service Action Plan. Customer Service. “ Customer service is not a department…it’s an attitude .” Customer service “is giving more than the customer expects…consistently.” Mac Anderson, Customer Love.

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Participant Centered Services

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  1. Participant Centered Services Engaged Staff

  2. Agenda • Engaged Staff • Customer Service • Action Plan

  3. Customer Service

  4. “Customer service is not a department…it’s an attitude.”Customer service “is giving more than the customer expects…consistently.” Mac Anderson, Customer Love

  5. Platinum WIC Participant Centered Services The California WIC Participant Centered Services Approach puts the WIC family at the center of everything we do and focuses on the strengths of participants, employees and community.

  6. Essential Components Establishing exceptional customer service

  7. Orange County’s Vision Statement Working Together for a Healthier Tomorrow

  8. Your Agency’sVision Statement ?

  9. Team Vision

  10. Team Vision Statement Write a complete sentence. Use all of the words selected by your team members.

  11. Engaged Staff

  12. Fully Engaged Employees • Consistently strive to help others • Do their very best • Come to work energized • Love their Job!

  13. OUR CUSTOMERS INTERNAL EXTERNAL

  14. It Takes Team WorkTo Make the Dream Work

  15. Looking at Strengths

  16. Looking at Strengths

  17. Putting Strengths to Work What did you learn from this activity?

  18. Attitudes are contagious. Is yours worth catching?

  19. Creating Value Through Words

  20. Challenging Situations

  21. Employee Engagement Drivers What gets you off and running….

  22. Drivers of Employee Engagement 1. Open Communication 2. Supportive Co-workers 3. Rewards and Recognition 4. A Culture of Teamwork

  23. Alternative Language Trigger Words Platinum Words No That’s our policy They You’re wrong You should

  24. APL ProjectAcademy for Participant-Centered Leadership

  25. Staff Appreciation Campaign

  26. Kudos Bags

  27. Team Building

  28. Disengaged = ZOMBIE Employees Quiet Please… … Zombie at Work

  29. Maslow’s Hierarchy Djna_mehta

  30. Are Nice Participants Ruining Your Caseload?

  31. Empathy

  32. You never know when one kind act, or one word of encouragement, can change a life forever. ZigZiglar

  33. Build a Service Culture

  34. EmployeeGolden Rule Treat employees the way you want the customer treated

  35. You aren’t in the coffee business serving people, you’re in the people business serving coffee. Howard Schultz of Starbucks

  36. Little Pack Goes to Camp

  37. We are here to help everyone to achieve their goals. We just try to create an atmosphere wherepeople feel valued, trusted, and respected….The magic happens when all these things come together. Nordstrom management team

  38. The World’s Largest Online Retailer

  39. People will forget what you say, but they will never forget how you make them feel.

  40. The best way to find yourself is to lose yourself in the service of others. Mahatma Gandhi

  41. Take Action! Plan a Platinum Service Culture for your agency Beginning...Tomorrow!

  42. Please Complete Your Evaluations

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