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Presented by: Don Hunt, Case Western Reserve University
Monday, March 14, 2011 5:00 PM
Session ID 053
AACRAO Seattle 2011 Session ID: ###AACRAO Seattle 2011 Session ID: ###
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.
AACRAO Seattle 2011 Session ID: ###AACRAO Seattle 2011 Session ID: ###
Departmental enhancements
cont.
AACRAO Seattle 2011 Session ID: ###AACRAO Seattle 2011 Session ID: ###
Departmental enhancements
cont.
AACRAO Seattle 2011 Session ID: ###AACRAO Seattle 2011 Session ID: ###
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)
AACRAO Seattle 2011 Session ID: ###AACRAO Seattle 2011 Session ID: ###
Questions?
AACRAO Seattle 2011 Session ID: ###AACRAO Seattle 2011 Session ID: ###
Thank You!
Don Hunt
Please complete the class evaluation form
Session ID 053