culture change: what it takes to create a quality customer service environment presented by: anne...
TRANSCRIPT
Culture Change: What IT Takes to Create a Quality Customer Service
Environment
Presented By:Anne Agee, Executive Director, Division of Instructional and Technology Support ServicesAnn Genovese, Director, Client ServicesKathy Gillette, Manager, Client Services Operations
George Mason UniversityFairfax, Virginia
Copyright Ann M. Genovese, 2004. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
Agenda
George Mason University’s Customer Service Culture
Concept 1: Standards Concept 2: Structure Concept 3: Communications Concept 4: Recognition Programs Wrap Up Contacts and Resources
Customer Service Culture
Think about issues related to customer service you want to address at your institution
George Mason’s Customer Service Culture Why we got involved with developing a
strong customer oriented culture 4 concepts proven successful at Mason
Standards Structure Communications Recognition Programs
Standards“Something set up as a rule for measuring or
as a model to be followed”
Why establish standards? What we did to establish standards
Identify priorities Staff surveys, group discussions Buy-in from stakeholders, decision
makers, senior management
Standards - Examples “Putting Good Service Into Action”
Pamphlet
Operating Principles – The ART of Customer Service
Customer Service Guidelines for the ITU
Problem Solving Techniques
Structure“Something made up of interdependent parts in
a definite pattern of organization”
Customer Service Standards Team Inclusiveness, Stability
Subcommittees - Made up of team members and other volunteers from the ITU Communications Training Events/Awards
Structure - Example ASK ME Program (Abilities, Skills and Knowledge
for Mason Education) Develop customer service, critical thinking,
technical knowledge, problem solving and communications skills
The four 3’s: 3 participants, 3 hours of training, 3 hours/wk, 3 months commitment
Volunteers from all areas of the ITU ASK ME Web site:
http://www.doit.gmu.edu/staff/index.asp?pID=profdev&sID=askme
Communications
Communicate, repeat the message, then repeat again!
Staff ID badges with the ART concepts on the reverse side
Sample ID Badge
Communications - Examples
ITU Customer Service web site (http://itucustomerservice.gmu.edu)
Make it dynamic, always changing to keep people wanting to come back
Recognition Programs - Examples
Customer Service Excellence Award Annual award presented during
Customer Service Week
Caught In The Act Award Quick, on the spot recognition for
providing good service
2004 Customer Service Excellence Award Winners
Wrap Up Culture change is an ongoing, never
ending process Keeping the message fresh requires
creative thinking and willingness to take risks
Satisfaction comes from positive feedback from our customers
Questions?
Thank You