presented by: don hunt, case western reserve university monday, march 14… · 2015-09-16 ·...

Presented by: Don Hunt, Case Western Reserve University

Monday, March 14, 2011 5:00 PM

Session ID 053

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Session Rules of Etiquette

Please turn off your cell phone/pager

If you must leave the session early, please do so as

discreetly as possible

Please avoid side conversation during the session

Thank you for your cooperation!

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About Case Western Reserve

University Private research university

Located in Cleveland, Ohio

~10,000 students

40% UG, 60% Grad/Prof

Nationally recognized programs in Arts and Sciences,

Dentistry, Engineering, Law, Management, Medicine,

Nursing, and Social Sciences

See http://www.case.edu

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Goal of the sessionProvide a structured approach to World

Class Customer Service (WCCS): What you will need to get started

What skill set your managers will need

What challenges you might face

Strategy for addressing difficult personnel concerns

Quick outline of what to do!

Determine current service

level (Survey, metrics,

informal departmental

impressions, etc.)

Define WCCS for you

Establish WCCS as a

priority

Get buy in from supervisor

Gather policies and

procedures

Expand policies and procedures to meet departmental needs

Evaluate manager skill set

Establish short & long term goals and objectives

Identify critical contacts in HR, Union, etc.

Only focus on 2 or 3 items at a time (i.e., one person and consistent greeting)

What impression would

you say your customers

have of your office?

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Where do you start?Determine your current service level:

At the start – No positive

interactions

In the middle – Inconsistent

interactions

Almost there – Mostly positive

interactions

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At the startEvaluate Personnel: Can they do the job?

Evaluate Policies & Procedures: Are they clear

and consistent?

Evaluate Environment: Does it support a positive

customer experience?

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In the middleCoach personnel: professional development.

Document all policies and procedures and

establish clear guidelines for high quality

customer service.

Look at current environment to determine if

adjustments can be made to improve overall

impression.

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Almost thereLook for opportunities for improvement:

Policies – Are there policies that can be updated

that would be more favorable to your

customers?

Process – Can you modify business processes

to be more favorable to your customers?

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Definition of WCCS

“excellent customer service (is) the ability of an

organization to constantly and consistently exceed

the customer’s expectations”

“Customer Service Definition” About Customer Service Info. 2010. 14 Apr. 2010.

< http://www.aboutcustomerservice.info/index.php?pg=customer-service-definition>.

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Define WCCS for you!Consistent professional positive interactions

No more than one additional stop for the customer

Always open and close with a warm greeting

Always go the extra mile to help the customer

Service with a smile

Focus on how you can help versus what you can’t

do

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Factors to consider Strategic Objectives (University & Department)

Procedures & Policies (University & Department)

Best Practices

Staff

Reference Materials

Supervisor (Support & Priority)

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Factors to consider

cont.

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Determine organizational priority

Meet with your supervisor and

determine where “World Class

Customer Service” fits with regard to

other departmental, divisional and

institutional initiatives.

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HR, Union & Departmental

Policies & Procedures

Attendance, absence, performance,

positive corrective action, etc.

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Enhance HR policies Internet Usage

Lunches

Breaks

Personal Phone calls

Productivity

Professionalism

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Example – HR policy

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Departmental enhancements

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Departmental enhancement

cont.

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Departmental enhancements

cont.

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Departmental enhancements

cont.

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What skill set is needed?

(Managers)Ability to manage conflict

Willingness to address issues when they arise.

Able to address staff discrepancies over policy.

Team Builder & Collaborator

Must be able to obtain buy in. (even if it’s just a core

group)

Able to generate positive environment in the midst of

a storm.

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What skill set is needed?

(Managers) cont.Analytical

Able to track the details

Methodical & Logical

Consistent Follow through

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Establish Goals & Objectives

ShortShort term

Focus only on 2 to 3 items (example)

Improve consistency of a positive greeting

Change staff focus to be “how can I be helpful?”

Identify quick wins

Never let the staff say no it can’t be done

Identify who is providing the worst service level and

rank them in order. Focus on the top first.

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Establish Goals & Objectives

LongLong term

Minimize customer complaints (set a target)

Set the standard for your institution

Positive and Fun working environment

Positive image on and off campus

Sustainable and repeatable high quality service

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What challenges might you

face?

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What challenges might you

face? Accepted historical behavior and practices

Staff buy in

Union process – Corrective Action

HR process – Corrective Action

Time

Competing priorities

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Addressing Difficult Personnel

IssuesDocument! Document! Document!

Get in the habit of documenting all conversations

After every verbal conversation send a follow up email

summarizing the conversation and expectations

Consistency is key

Ensure you discipline everyone fairly

Document and update policies / procedures to

accommodate a changing environment

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Addressing Difficult Personnel Issues

cont.Critical items to include in every corrective action:

Summarize the issue

Clarify policy, expectation and/or procedures

Include statement that allows for continued dialog –

i.e. if further clarification is needed or to discuss how

you can improve your performance see me as soon as

possible

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Summarize the issueJoe:

Several of your interactions with our customers did not

reach a world class customer service level. The

interaction with a student regarding their registration

was combative and unprofessional. This continued

with other transactions through out the day. (the

more details the better)

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Clarify policy & procedureAs we continue to drive towards World Class

Customer Service, it is critical that you work towards

improving how you address the customers. Refer to

the policy manual (or email) I provided 04/01/09.

My expectation is that you will make an adjustment to

your approach immediately. Failure will result in

corrective action.

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Opportunity to discuss issueIt is important that you seek additional clarification if

there are any concerns or confusion of my

expectations. I am always available to discuss

opportunities for improvement.

(alternative)

If further clarification is needed or to discuss how you

can improve your performance see me as soon as

possible

Regards,

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Addressing Difficult Personnel

Issues

cont.Prepare your case – Think like a lawyer

Slow and steady wins this race!

Review of what to do!

Determine current service

level (Survey, metrics,

informal departmental

impressions, etc.)

Define WCCS for you

Establish WCCS as a

priority

Get buy in from supervisor

Gather policies and

procedures

Expand policies and procedures to meet departmental needs

Evaluate manager skill set

Establish short & long term goals and objectives

Identify critical contacts in HR, Union, etc.

Only focus on 2 or 3 items at a time (i.e., one person and consistent greeting)

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Questions?

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Thank You!

Don Hunt

deh32@case.edu

Please complete the class evaluation form

Session ID 053