Developing a quality service program Developing a quality

Developing a quality service program

Developing a quality service program Developing quality service 1. What is quality customer service? 2. Who are our ‘customers’? What are their needs and expectations? 3. What are the characteristics of quality service? 4. How can we create a culture of quality service in our workplace?

Developing a quality service program Part 1 What is quality service?

Developing a quality service program What is customer service?

Developing a quality service program What is customer service? “Actions taken by a representative of an organisation to assist a customer and meet his/her needs”

Developing a quality service program If customer service refers to “Actions taken by a representative of an organisation to assist a customer and meet his/her needs” then what is quality customer service?

Developing a quality service program What is quality service? Actions taken by a representative of an organisation to assist a 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

Developing a quality service program Quality service is about: • establishing positive, helpful interpersonal relations between you and the person you are assisting

Developing a quality service program Quality service is about: • establishing positive, helpful interpersonal relations between you and the person you are assisting • providing positive, satisfying experiences for this person as a result of that contact

Developing a quality service program Quality service is about: • establishing positive, helpful interpersonal relations between you and the person you 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.

Developing a quality service program Quality service: “You never get a second chance to make a good first impression. ”

Developing a quality service program Part 2 Who are our ‘customers’? What are their needs and expectations?

Developing a quality service program Who are our ‘customers’?

Developing a quality service program Who are our ‘customers’? • Internal customers • Direct customers • External customers • Indirect customers • Stakeholders

Developing a quality service program 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 excellence in their eyes and minds is to exceed their expectations. ” Theodore Levitt Harvard Business Review, 1966

Developing a quality service program What are their needs and expectations?

Developing a quality service program Workshop 1 Who are our customers? What are their needs and expectations?

Developing a quality service program Workshop 1 report back Who are our customers? What are their needs and expectations?

Developing a quality service program Part 3 Characteristics of quality service

Developing a quality service program Quality service involves three key elements Strategy Customer Karl Albrecht The Service Triangle, 1990 System People

Developing a quality service program Characteristics of quality service at a personal level: • Competence • Reliability • Credibility • Empathy • Accessibility • Responsiveness • Confidentiality

Developing a quality service program Characteristics of quality service organisations 1 3 Know your customers Have measurable standards 2 4 Communicate with customers Support and reward staff Quality performance assessment matrix 1. Know your customers 2. Communicate with customers 3. Have measurable standards 4. Support and reward staff

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

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

Developing a quality service program Characteristics of quality service organisations 1 3 Know your customers Have measurable standards 2 Communicate with customers 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 Support and reward staff Quality performance assessment matrix performance is measured standards are constantly assessed and continuous measurable improvement is undertaken.

Developing a quality service program Characteristics of quality service organisations 1 3 Know your customers Have measurable standards 2 4 Communicate with customers Support and reward staff Quality performance assessment matrix 4. Support and reward staff Employees at all levels are involved in 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 in quality service training. Employees are recognised and rewarded for their efforts.

Developing a quality service program Workshop 2 Assessing and evaluating our progress • What do well? • Where could we do better? • What aren’t we doing that our customers want/need? • How well are we promoting our services?

Developing a quality service program Workshop 2 report back • What do well? • Where could we do better? • What aren’t we doing that our customers want/need? • How well are we promoting our services?

Developing a quality service program Part 4 How do we create a culture of quality service in our workplace?

Developing a quality service program How do we create a culture of quality service? • Committed, enthusiastic leaders

Developing a quality service program How do we create a culture of quality service? • Committed, enthusiastic leaders • Committed, professional staff

Developing a quality service program How do we create a culture of quality service? • Committed, enthusiastic leaders • Committed, professional staff • High levels of awareness

Developing a quality service program How do we create a culture of quality service? • Committed, enthusiastic leaders • Committed, professional staff • High levels of awareness • High expectations

Developing a quality service program How do we create a culture of quality service? • High team cohesion

Developing a quality service program How do we create a culture of quality service? • High team cohesion • High team cooperation

Developing a quality service program How do we create a culture of quality service? • High team cohesion • High team cooperation • Effective communication

Developing a quality service program How do we create a culture of quality service? • High team cohesion • High team cooperation • Effective communication • Processes to provide professional learning and support for staff

Developing a quality service program How do we create a culture of quality service? • Draft a customer service policy • Develop a customer service plan • Set achievable milestones • Determine how success will be measured • Reward and celebrate success

Developing a quality service program Workshop 3 How do we create a culture of quality service? • Draft a customer service policy • Develop a customer service plan • Set achievable milestones • Determine how success will be measured • Reward and celebrate success

Developing a quality service program Workshop 3 report back How do we create a culture of quality service? • Draft a customer service policy • Develop a customer service plan • Set achievable milestones • Determine how success will be measured • Reward and celebrate success

Developing a quality service program Thank you