Developing a quality service program

1. Developing aquality service program

2. Developing quality service • What is qualitycustomer service? • Who are our ‘customers’? What are their needsand expectations? • What are the characteristics ofquality service? • How can we create a culture of quality servicein our workplace?

3. Part 1What isquality service?

4. What is customer service?

5. What is customer service? • “Actions taken by arepresentative of an organisationto assist a customerand meet his/her needs”

6. If customer service refers to • “Actions taken by arepresentative of an organisationto assist a customerand meet his/her needs” then what isquality customer service?

7. What is quality service? • Actions taken by a representativeof an organisation to assista person such that: • the person’s specific needs are consistently met • the person’s expectations about the level of service provided are consistently met, if not exceeded

8. Quality service is about: • establishing positive, helpful interpersonal relationsbetween you and the personyou are assisting

9. Quality service is about: • establishing positive, helpful interpersonal relationsbetween you and the personyou are assisting • providing positive, satisfying experiences for this personas a result of that contact

10. Quality service is about: • establishing positive, helpful interpersonal relationsbetween you and the personyou are assisting • providing positive, satisfying experiences for this person as a result of that contact • maintaining/increasing this person’s positive perceptions about the level of service both offered and provided.

11. Quality service: “You never geta second chanceto make a goodfirst impression.”

12. Part 2Who are our ‘customers’?What are their needs and expectations?

13. Who are our ‘customers’?

14. Who are our ‘customers’? • Internal customers • External customers • Direct customers • Indirect customers • Stakeholders

15. What are their needs and expectations? • “If you do not meet your customers’ needs,they will go elsewhere. • If they must stay, they will make it unnecessarily hard for you. • If you meet their needs, • that is what you are supposed to do anyway. • The only way to achieve customer excellencein their eyes and minds is to exceed their expectations.” • Theodore Levitt • Harvard Business Review, 1966

16. What are their needs and expectations?

17. Workshop 1Who are our customers?What are their needs and expectations?

18. Workshop 1 report backWho are our customers?What are their needs and expectations?

19. Part 3Characteristics ofquality service

20. Strategy Customer System People Quality service involves three key elements Karl Albrecht The Service Triangle,1990

21. Characteristics of quality serviceat a personal level: • Competence • Reliability • Credibility • Empathy • Accessibility • Responsiveness • Confidentiality

22. Characteristics of quality service organisations 1 2 • Know your customers • Communicatewith customers • Have measurable standards • Support andreward staff Know your customers Communicate with customers 3 4 Have measurable standards Support and reward staff Quality performance assessment matrix

23. Characteristics of quality service organisations 1. Know your customers Organisations that are achieving quality performance have:  identified their customers  know the needs and expectations of key customers  established customer information systems to support staff in customer related activities  established customer complaints and feedback mechanisms. Quality performance assessment matrix 1 Know your customers Communicate with customers Have measurable standards Support and reward staff

24. Characteristics of quality service organisations 2. Communicate with customers Quality service organisations:  regularly seek information on customer needs and expectations  regularly communicate to customers about service standards and improvements. 1 2 Know your customers Communicate with customers Have measurable standards Support and reward staff Quality performance assessment matrix

25. Characteristics of quality service organisations 3. Have measurable standards In quality service organisations:  a customer focus is evident in organisational goals, policies, plans, internal processes, standards, outputs, products and services  customer service standards are known and met  performance is measured  standards are constantly assessed and continuous measurable improvement is undertaken. 1 2 Know your customers Communicate with customers 3 Have measurable standards Support and reward staff Quality performance assessment matrix

26. Characteristics of quality service organisations 4. Support and reward staff Employees at all levels are involvedin and are empowered with a clear understanding of:  the need to satisfy customers  the need to provide quality service  their role in meeting customer needs and expectations. Employees participate inquality service training. Employees are recognisedand rewarded for their efforts. 1 2 Know your customers Communicate with customers 3 4 Have measurable standards Support and reward staff Quality performance assessment matrix

27. Workshop 2Assessing and evaluating our progress • What do we do well? • Where couldwe do better? • What aren’t we doing that our customers want/need? • How well are we promoting our services?

28. Workshop 2 report back • What do we do well? • Where couldwe do better? • What aren’t we doing that our customers want/need? • How well are we promoting our services?

29. Part 4How do we create a culture ofquality servicein our workplace?

30. How do we create a cultureof quality service? • Committed, enthusiastic leaders

31. How do we create a cultureof quality service? • Committed, enthusiastic leaders • Committed, professional staff

32. How do we create a cultureof quality service? • Committed, enthusiastic leaders • Committed, professional staff • High levels of awareness

33. How do we create a cultureof quality service? • Committed, enthusiastic leaders • Committed, professional staff • High levels of awareness • High expectations

34. How do we create a cultureof quality service? • High team cohesion

35. How do we create a cultureof quality service? • High team cohesion • High team cooperation

36. How do we create a cultureof quality service? • High team cohesion • High team cooperation • Effective communication

37. How do we create a cultureof quality service? • High team cohesion • High team cooperation • Effective communication • Processes to provide professional learning and support for staff

38. How do we create a culture of quality service? • Draft a customerservice policy • Develop a customer service plan • Set achievable milestones • Determine how success will be measured • Reward andcelebrate success

39. Workshop 3How do we create a culture of quality service? • Draft a customerservice policy • Develop a customer service plan • Set achievable milestones • Determine how success will be measured • Reward andcelebrate success

40. Workshop 3 report backHow do we create a culture of quality service? • Draft a customerservice policy • Develop a customer service plan • Set achievable milestones • Determine how success will be measured • Reward andcelebrate success

41. Thank you