Respectful & Responsive Service

By June 30, 2012, our goals are to:

• Improve the percentage of community members, parents, students and employees who indicate information and services are provided in a timely and efficient manner as measured by an annual survey

• Increase the percentage of employees who consider GCS a “preferred place” to work as measured by an annual survey

We will treat all members of our community with:

·         Responsive and respectful service·         Fast and accurate communication·         Dignified and courteous responses

Values

According to a 2009 public opinion poll, only 59% of parents said their child’s schools was “very good” when asked “How responsive is your child’s school to your requests for information?”

Poor – 5% Fair – 7% Good – 28%

GCS Responsiveness

2010: Very responsive – 62% (+3%) Good – 20% (-8%) Fair – 8% (+1%) Poor – 10% (no change)

GCS Responsiveness

According to a 2009 public opinion poll, only 35% of parents said the GCS central office was “very good” when asked “How responsive is the GCS district office to your requests for information?”

Poor – 21% Fair – 14% Good – 29%

GCS Responsiveness

2010 Very responsive – 41% (+6%) Good – 18% (-11%) Fair – 19% (+4%) Poor – 23% (+2%)

GCS Responsiveness

Exemplifying service excellence.*

* The vision of Area IV relates to the district’s vision: Achieving educational excellence.

Vision

 “In support of our district’s overall mission, we will foster trust and collaboration in our community by providing equitable, effective and excellent service and communication.”

Mission

What makes the difference between good service and great service?

1. What makes a service experience exceptional?2. What makes a service experience less than stellar? 3. What are the benefits of a school district providing exceptional service? 4. What is the biggest obstacle to providing great service?5. How will regionalization help us to provide great service to all customers? (Internal & external)

According to the National School Public Relations Association, four traits are common to all customer relationships:Speed Affinity Predictability Apparent expertise

Companies that provide great service clearly communicate what a customer or potential

customer should expect when they do business

with that company. They leave no doubt in the

customer'smind.

In the end, it all boils down to one thing:

communication

Why is it important for GCS to provide

respectful & responsive service?

True educational excellence is

possible only in an environment that

promotes and delivers service

excellence.

Our ultimate customer is the

student.

GCS believesthat by anticipating our customers’ needs and

wants, and by treating all with respect, the district will further strengthen its

partnership with employees, students,

parents and community members.

“Service is the rent you pay for living.” – Marian Wright Edelman

Service standards are the commitment we make to delivering service that meets and exceeds our

customers’ expectations.

GCS Service Standards

On the phone - what’s out?

What’s out: Immediately placing the caller on

hold Transferring without being certain

the recipient can answer the caller’s question

Giving up before the caller’s request has been fulfilled

Using too much educational jargon – just speak simply

Telephone Service Standards

What’s in: Answering the phone within two rings whenever

possible Projecting a pleasant tone of voice Stating your name and office Returning all missed calls within 24 hours (1

business day) Being prepared to offer options to help solve the

caller’s problems Providing warm transfers Changing voicemail if you will be unavailable

stating alternatives should the customer need immediate assistance

Telephone Service Standards

On the phone – what’s in?

Telephone Superstars

AP/IB Colfax Elementary Eastern High The Middle College at GTCC-

Greensboro Southeast Middle Sternberger Elementary

E-mail – what’s out?

What’s out: Using all capital letters in e-mails –

this is the equivalent of yelling Using “text talk” – no way, OMG!

E-Mail Service Standards

What’s in: Responding to all e-mails within 24 hours (1

business day) Answering the e-mailer’s question within 48

hours (2 business days) Acknowledging requests and providing timelines

for resolutions Projecting a helpful and pleasant tone in written

communications Using proper business writing format Using proper letter-writing technique Setting an “out-of-office” reply stating

alternatives should the customer need immediate assistance

E-Mail Service Standards

E-mail – what’s in?

E-Mail Superstars Aycock Middle Brown Summit Middle Chief Academic Office Chief Administrative Office Eastern High Guilford Middle Johnson Street Global Studies McIver Education Center School Nutrition Services Superintendent’s Office Technology The Middle College at GTCC-High Point The Middle College at GTCC-Jamestown Western Region

In person – what’s out?

What’s out: Failing to acknowledge visitors Sharing exasperation with visitors Forgetting that many visitors are

not familiar with the layout and scope of our district

Saying, “I don’t know” Failing to help visitors and not

connecting them to someone who can

Onsite Service Standards

What’s in: Ensuring your office is easy to locate Greeting visitors immediately – both the

parent AND the student! Organizing your area (maintaining updated

phone directories, directions to schools/offices and information about your region)

Maintaining composure with the guest, no matter the situation

Offering guests something to read if they must wait

Onsite Service Standards

In person – what’s in?

Onsite Superstars Brown Summit Middle Eastern Middle Hairston Middle The Middle College at N.C. A&T Student Assignment Summerfield Elementary Weaver Academy

Make sure you have the tools necessary to offer great service!

Need something? Tell someone!

Have a tip? E-mail greatservice@gcsnc.com

Optimal Operations

Secret shoppers evaluate sites based on:

Ease of navigability Internal process for information

gathering/sharing Wait times Employee knowledge Customer service skills

Optimal Operations

Advanced Placement/IB Induction and Success Operations School Nutrition Services Central Region Johnson Street Global Studies The Middle College at GTCC-High

Point

GCS Secret Shop Stars

19 entities did not respond to either e-mail

35.5% of calls were transferred Only 54.7% expecting callbacks

received calls back Only 198 of 301 callers got their

questions answered

GCS Secret Shop Fails

In an education environment, service excellence doesn’t mean that “the

customer is always right.” Education is like a three-legged stool made up of educators, parents and students. When all three legs work together, the stool is stable and strong. When

even just one leg of the stool starts to wobble, problems arise. Similarly, by working together, better – and more permanent – solutions are created.

It’s best to have strategies in place for dealing with difficult people before they approach you.

Tools for Success

Tools for Success

Here are four keys to dealing with conflict resolution:

1.Give them more than they need! 2.Meet their schedules!3.Be flexible and friendly!4.Respect them!

But what about those REALLY

difficult people?

Tools for Success

Allow the person to vent.

Avoid saying: calm down, you don’t understand, you must be confused, it’s not our policy, we NEVER…

Tools for Success

Instead: Nod your head, be understanding and maintain eye contact. Try not to tap, fidget, bounce or look down at your watch.

Tools for Success

Express Empathy

Appreciate their feelings and offer understanding, even if you don’t agree.

Say things like: I’m sorry this has been your experience, that must be very upsetting, I can see how you might feel this way.

Tools for Success

Begin active problem solving by using three types of questions:

Background questions Probing questions Confirmation questions

Tools for Success

Background questions help us understand wants and needs while we evaluate how and where to refer the customer.

Examples of background questions: I can see you’re upset – how can I help you? What needs to be done? What can we do to fix this problem? Can I arrange a meeting for you?

Tools for Success

Probing questions help us identify the root issues, gather information and determine the 5 W’s – who, what, where, when and why.

Examples of probing questions: Can you explain what happened? Can you tell me who was involved? Why do you think this occurred? How can we resolve this to your

satisfaction?

Tools for Success

Confirmation questions help us check understanding and obtain additional information.

Examples of confirmation questions: Let me make sure I’m clear – did this

happen ….? So the problem as you see it is….? Is there anything more I need to know? Is there anything else I can do?

Tools for Success

Tools for Success

Be careful not to dwell on the negative or create a standoff!

Shift into service and problem-solving.

Tools for Success

Agree on the solution

Don’t promise more than you can deliver, but always deliver more than you promise.

Tools for Success

Follow up

Make them feel like the day that they talked to you was the day they won the lottery!

Begin active problem solving by using three types of questions:

Background questions Probing questions Confirmation questions

Tools for Success

“You don’t have to be great to start, but you have to start to be great.” – Zig Zigler

People feel welcome based on how you treat them.

Pay attention to the little things. Fix service processes that don’t work. Take your work seriously, but not

yourself. The customer can have a bad day, but

you can’t! Find a way to vent behind the scenes.

Celebrate Great Service!

Be the customer-care leader in your region – if you show you care, so will others!

Let your colleagues know when you see service done well! Nothing beats the power of a great compliment!

Celebrate Great Service!

Great service comes from the heart.

National School Public Relations Association

Jackson Public Schools Oklahoma City Schools Chick-fil-A Customer Service Solutions American Express Wake County Schools Charlotte-Mecklenburg Schools

Special Thanks To: