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Mary Geil, Customer Service, Driver License

Mark Sassman, Lieutenant, Training Academy

Texas Department of Public Safety

EMPLOYEES = 7,112COMMISSIONED = 3,036NONCOMMISSIONED = 4,076

• Identified 442,754 External Customers Agency wide (monthly)

• June 2000 completed a statistically valid survey

• Developed Compact with Texans

• Assigned Customer Service Representative

Survey MethodologyStatistically valid survey

DPS Service SurveyMethod

CustomerContactMonthly

SampleSize

BudgetStrategy

DL/IDHolders

Mail out 416,315 5,000 All Strategies

HumanResources

Drop Box 3,000 748 Goal01/Strategy03/06

LawEnforcementAgencies

TeletypeInternet

1,460 516 All Strategies

Other Various 21,479 1484 All Strategies

DPS CUSTOMER SURVEYPlease tell us what you think about our service!

DATE: __________________ DPS DIVISION/SPECIAL SECTION: ______________(The area in which you received services. Ex: Driver License Office, Vehicle Inspection, etc.)

On a scale from 1 to 6, please indicate the number that best describes the services you received from DPS.

Didn’t meet Expectations Met Expectations Exceeded Expectations N/A

1 2 3 4 5 6

Personnel

Communications

Printed Information

Internet Service

DPS Facilities

Customer Service

COLLECTION OF DATAMarch 22, 2000 to April18, 2000.

Agency mail outs Teletype to 1,460 law enforcement agencies Collection boxes/In personInternet

Cost was $2.76 per person

• Surveys distributed = 8,089• Total surveys collected = 878

Surveys collected via Internet = 194Surveys collected by mailouts, in person, drop boxes = 684Total Spanish surveys collected = 16

• Percentage of returned surveys = 11%

• Percentage of survey participants who expressed an overall rating of 4 or higher = 94%

COMPACT WITH TEXANSTexas Department of Public Safety

•Agency Mission

•Agency Philosophy

•Our Services

•Web Site Address

•Customer Service standards

•Customer Relations Representative

•Licensing and Registration Process

•Complaint Process

•Listing of Each Area at DPS with Phone numbers and e-mail addresses

DPS Customer Service Standards

• Treat you with respect in a professional and courteous manner

• Provide you with accurate, timely and complete information

• To thoroughly investigate all complaints in timely manner

• Provide helpful and current information on our web site

Customer FocusedCustomer Focused

Mission StatementHiring

TrainingCommunicate

Measure Reward & Recognition

CUSTOMER SERVICE ASSESSMENTThis is a measurable evaluation form to assess the skills and behaviors of customer service representatives. Please

circle the number that best describes the level of service that you received. DATE: TIME:

TOTAL LENGTH OF CALL: _______ REPRESENTATIVE’S NAME: ________________________________

Poor Fair Average Very Good ExceptionalDid they make an effort to:Open1. Greet customer on the human level? (i.e.Good Morning/Afternoon) 0 102. Identify themselves? 0 103. Use an upbeat tone? 1 2 3 4 5Learn4. Ask, “How may I help you” or displayed willingness to help? 1 2 3 4 55. Listen to what you need or give undivided attention? 1 2 3 4 5Respond6. Call you by name and/or respond with sir/madam? 0 157. Show professionalism and courtesy by using the caring responses?(i.e. Acknowledge, Appreciate, Affirm, Assure, Paraphrasing, Passive Listening, Positive Agreement & Close) )1 2 3 4 58. Use polite words, e.g. please and thank you? 1 2 3 4 59. Was the representative knowledgeable and the information correct? 1 2 3 4 510. Did the representative handle your request efficient & timely? 1 2 3 4 511. Avoid jargon and acronyms? (i.e., DL-43A) 1 2 3 4 512. Avoid negative words (i.e. You should , have to, need to, I don’t know, We can’t do that) 1 2 3 4 513. Focus on what DPS can do and used positive words?

(Would you be willing, Will you please, We’re unable, However, I understand, Yes, Offer options) 1 2 3 4 514. Avoid blaming or discounting other areas? -5 5 BONUS15. Politely refuse requests that cannot be met? -5 5 BONUS16. If a mistake was made, did they express concern

apologize and assure you it will be corrected? Follow up? -5 5 BONUS17. If required, use of defusing skills? -5 5 BONUS18. Offer options? -5 5 BONUSClose19. Recap what will be done or ask if there is anything else we can do? 1 2 3 4 520. Thank the customer, and/or closed with positive statement? 0 10

Perfect score is 100% with a chance to earn 125% with bonus questions TOTAL SCORE_______________

SITUATION: (Please Identify what the caller needed and the attitude exhibited.

COMMENTS: (Additional comments may be made here)

WERE YOU TRANSFERRED?________________ HOW MANY TIMES__________________HOLD TIME: ________________ BUSY SIGNAL _____________________

_____________________________________________Name of Evaluator

•Renewals By Mail•Renewals by Phone

•Mobile Express •Internet Renewals

SOME PEOPLE MAKE MY DAY

Article written by John Corbitt, Highlander Newspaper, Marble Falls, Texas, 1999 describing the exceptional customer service provided to him.

“

Focus on the people who focus on the customers! Motivate them, train them, care about them, and make winners out of them.. We know that if we treat our employees correctly, they will treat the customers right. J. Marriott, Jr.

Nobody cares how much you know, until they know how much you care.”