The Power is Mine

1. The Power is Mine Delivering quality customer service by thinking like a customer acting like an owner Presented by: Cynthia Hamlet

2. Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.~PETER DRUCKER

3. Goal Engage in interactive dialogue to create systems that make customer service less of a reaction but an action that is defined by circumstances!!! We will not create a set of rules Why??? They don’t work Why??? Excellent service starts with the attitude of the individual service provider

4. Good Customer Service … is more than personal courtesy and a quality product. However, it cannot exist without these traits We must go beyond traits and attributes and address customer service as a process, almost as if it were alive

5. Foundational Questions What business are we in? Why do our individual positions/we as employees exist?

6. BCPS Mission To provide a quality education that develops the content knowledge, skills, and attitudes that will enable all students to reach their maximum potential as responsible, life-long learners and productive citizens.

7. Blueprint for Progress Mission supports vision Goals – how we accomplish the mission Indicators – explains how we will meet the goal Strategies – what we will do to accomplish this

8. Job Description … possess excellent human relations skills …

9. History of Customer Service in Schools Community Support Demanding policy climate Parents

10. Activity Customer services means…

11. Customer Service Means… Doing ordinary things extraordinarily well Going beyond what’s expected Adding value and integrity to every interaction Being at your best with every customer Discovering new ways to serve Surprising yourself with how much you can do Taking care of the customer like you would take care of your family member

12. One Common Definition…NO… Why isn’t there one common definition?

13. Activity: Apples Challenges Distractions Issues Concerns

14. THE ART OF CUSTOMER SERVICE Think like a customer…. Act like an owner

15. What do customers want? • Customers want… • You to pay attention to them • You to listen carefully to them • Fast service

16. How do owners act? Owners… • show excitement about their product and services • know that everyone is in sales • strive to become a resource for their customers • value their customers • know when to be flexible

17. BCPS Reality Check • Circumstances dictate our actions • Mission – to deliver consistent, outstanding customer service

18. Angry customer on phone or in person • Let customer vent • Show empathy • Ask questions • Resolve problem to the best of your ability

19. Disappoint a customer • Apologize first, then deliver news • End on upbeat note

20. Giving an estimate to a customer • Be conservative • Make sure you understand the question

21. When a mistake was made • Don’t look to blame; look for solutions • Acknowledge mistake and apologize • Give personal attention • Take ownership of the problem

22. Deadly statements • I’m having a terrible day • We are short staffed today • I am only working half day today • This job is really hard • The last parent was really a pain • This is the third time this week that we’ve had system problems • My co-worker messed up!

23. In sync with your administrator • Is there one set of rules that will work in all schools/offices No Why

24. Link • KISS METHOD • What do you want me to keep doing? • What do you want me to improve? • What do you want me to start doing? • What do you want me to stop doing?

25. Who, what, where, when, why, how • Why should I care? • Why should I help? • What should I improve? • Why is this important? • When should I do this - now or at all? • Why does my performance matter? • Why should I continue to work here or do my best? • Who does my performance impact? • How do I contribute to this office’s/schools success? • Where do we go from here?

26. Power Who has the power to make a difference in the quality of service I deliver?